PennDOT - HDA3 A4 SC3 Tier 1 Help Desk

Our client is looking for a Help Desk

Title : Help Desk
Location : Harrisburg PA
Type : Contract Onsite

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones password resets and application support. No Tier 2 work will be performed. This is an operationaltype job and reliability and communication are key components to making the department successful.
Client seeks someone with customer service experience people skills prefer a team environment and have basic IT experience. They can teach the IT but the candidate either will have or doesnt have people and customer service skills.

The Help Desk Analyst performs the skills listed below
Provides technical assistance support and advice to end users for hardware software and systems via phone.
Investigates and resolves computer software and hardware problems of users.
Answers questions applying knowledge of computer software hardware systems and procedures.
Talks with technical and nontechnical coworkers to research problem and find solution.
Asks user with problem to use telephone and participate in diagnostic procedures using diagnostic software or by listening to and following instructions.
Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
Reset or restore mainframe LAN and User IDs and passwords through RACF or Active Directory
Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
Research and update as needed reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required/Desired Skills

Feel free to reach Anita at