Job Summary: PennDOT is seeking a Tier 1 Help Desk Analyst to provide phone-based technical support for end-users. This is a 100% phone-based role focused on password resets, application support, and customer service. No Tier 2 responsibilities are involved. Strong communication skills, a team-oriented mindset, and reliability are essential.
Key Responsibilities: - Provide technical support via phone for hardware, software, and system issues.
- Resolve or escalate technical issues using Remedy ticketing system.
- Assist users in diagnostic procedures using software or verbal instructions.
- Perform password resets and account restoration using Active Directory and RACF.
- Dispatch service requests to appropriate providers and track resolution.
- Update documentation and troubleshoot guides as needed.
- Deliver customer support in a professional, clear, and helpful manner.
- Collaborate with technical and non-technical staff to find solutions.
Required Skills & Experience: - 1+ years of IT Help Desk or Call Center experience.
- Excellent verbal and written communication skills.
- Experience using ticketing/call tracking systems (e.g., Remedy).
- Strong organizational and detail-oriented skills.
- Basic Active Directory administration (user/password support).
- Strong knowledge of Windows 7 and Office 365 environments.
- Experience troubleshooting Microsoft Office 365 (permissions, calendar sharing, delegation).
- Ability to support non-technical users and explain solutions clearly.
- Resourcefulness using documentation to resolve issues.
Preferred Qualifications: - 2-year associate degree or equivalent technical training/study.
- Customer service background with proven interpersonal skills.
- Team-oriented and dependable in operational support roles.