Help Desk Analyst - Harrisburg, PA/On-Site
Company: STI
Location: Harrisburg
Posted on: April 2, 2026
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Job Description:
Help Desk Analyst Harrisburg, PA/On-Site 6 Months This team
teleworks on every Friday. This position is 100% onsite and at The
Riverfront Office Center (ROC) (the main DMV building along the
Susquehanna River, just south of I-83), specifically located at-
1101 South Front St., Harrisburg, PA 17104 Since the team moved to
that location there is no longer a need to bring a $20 check as
PennDOT doesn't charge for badges there. Saturday work from 8 AM -
12 PM is scheduled for once a quarter and management will give at
least two weeks’ notice beforehand. The training cycle runs 3-4
weeks, so start date would most often fall 2 to 3 weeks from the
date of acceptance. This requisition has an hour-long in-person
interview. Client would prefer candidates local to the Harrisburg,
PA Area. For this particular hiring team management directly emails
the candidate to set up interviews. Please provide your candidate's
e-mail address (and if desired their phone number) under Summary of
Qualifications (seen in the Details tab). This should never be in
the resume. 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
operational-type job and reliability, and communication are key
components to making the department successful. PennDOT 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 doesn’t 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 non-technical co-workers 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. • Follow quality
standards and displays strong customer service skills. • Able to
work in a team environment. • Complete assigned tasks. • Excellent
communication skills; both written and spoken. • 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 Skills: • Experience with call tracking and
ticketing software • Attentive to details and ability to be
resourceful (using supplied documentation) • Ability to support
users with limited knowledge of computers, software, hardware, and
systems • Above average communication skills and telephone manner.
• Excellent organizational skills • Basic User & Security Group
Active Directory administration • Strong knowledge of Microsoft
based operating systems with emphasis on Windows 7 and Office 365 •
Experience with using and troubleshooting Office 365 within a
network environment (permissions, calendar sharing, delegation) •
You will be a self-motivated achiever who gains satisfaction from
providing excellent customer service • 1 years previous IT Service
Desk and/or Call Center experience required.
Keywords: STI, Allentown , Help Desk Analyst - Harrisburg, PA/On-Site, IT / Software / Systems , Harrisburg, Pennsylvania
