Tier I Help Desk (683461)

About the Opportunity

• We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
• We are only considering local candidates who currently reside within 45 minutes of postal code 17103
• No Third Party Agencies
• $27 per hour 1099, $20 per hour W2 + benefits
• 100% On-site in Harrisburg, Pennsylvania
• Job Id: OST-683461
• Must be able to provide proof of COVID-19 vaccination plus booster shot
• Contract Term: Till end of the 2022 fiscal year with yearly extension based upon performance

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Short Description

The Commonwealth of Pennsylvania’s Department of Transportation (PennDOT) is seeking a Tier I Help Desk to perform password resets and provide technical assistance, support, and advice to end users for hardware, software, and systems via phone. The ideal candidate must have 1+ years of IT service desk and/or call center experience, 1+ years of experience with call tracking and ticketing software, and 1+ years of experience being resourceful (using supplied documentation) with strong attention to details.

Required Skills/Years of Experience

• High School Diploma or GED
• 1+ years of IT service desk and/or call center experience
• 1+ years of experience with call tracking and ticketing software
• 1+ years of experience being resourceful (using supplied documentation) with strong attention to details
• 1+ years of experience supporting users with limited knowledge of computers, software, hardware and systems
• 1+ years of experience with basic user and security group Active Directory administration
• 1+ years of knowledge of Microsoft based operating systems (Windows 7 and Office 365)
• 1+ years of experience using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• 1+ years of excellent organizational skills
• 1+ years of experience as a self-motivated achiever providing excellent customer service

Desired Skills/Years of Experience:

• Associate’s degree or equivalent technical study

Complete Description

The Commonwealth of Pennsylvania’s Department of Transportation (PennDOT) is seeking a Tier I Help Desk to perform password resets and provide technical assistance, support, and advice to end users for hardware, software, and systems via phone. The ideal candidate must have 1+ years of IT service desk and/or call center experience, 1+ years of experience with call tracking and ticketing software, and 1+ years of experience being resourceful (using supplied documentation) with strong attention to details.

The Tier I Help Desk will be tasked to:

• Provide technical assistance, support, and advice to end users for hardware, software, and systems via phone
• Investigate and resolve computer software and hardware problems of users
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures
• Talk with technical and non-technical co-workers to research problems and find solutions
• Ask users with problems to use the 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 third party service providers as needed to ensure resolution
• Follow quality standards and display strong customer service skills
• Work in a team environment
• Complete assigned tasks
• Demonstrate excellent communication skills, both written and verbal
• 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 reference publications and diagnostic aids to seek information necessary to resolve end user issues as needed

Hiring Expectations

• We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
• No Third Parties
• Right to Represent authorization is required
• Expect technical interview screening
• Expect F2F interview
• Background check and/or credit check will be required

About Dantech

Dantech Corporation, Inc. is a Certified Business Enterprise (CBE) in the District of Columbia and a federally recognized Woman Owned Small Business (WOSB). The company has a history of technology, innovation and transformation since its launch in 1999. As an Equal Opportunity/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. For more information about positions with Dantech, please see: https://www.dantechcorp.com/staffing.