Help Desk

Provide first-level technical support via telephone. Respond to user requests regarding hardware, software, applications, and systems. Troubleshoot and resolve basic technical issues following established procedures. Assist users with password resets and account access issues. Create, document, and escalate incidents through the ticketing system when necessary. Maintain detailed records of support activities and ticket updates. Escalate unresolved issues to Tier 2 support teams and third-party service providers. Support Active Directory user account administration. Reset and restore user IDs and passwords using Active Directory and RACF. Coordinate hardware repair requests and track service provider activities. Research knowledge base documentation and troubleshooting resources. Maintain adherence to established quality and customer service standards. Participate effectively within a team-oriented environment. Complete assigned operational support tasks within established service levels.

This role is entirely phone-based and focused on customer support. No Tier 2 troubleshooting or engineering work is performed. Reliability, communication skills, professionalism, and outstanding customer service abilities are critical for success., Minimum 1+ years of IT Service Desk, Help Desk, or Call Center experience. Experience supporting end users over the phone. Experience working with ticketing and incident management systems. Technical Skills

Call Tracking and Ticketing Systems Active Directory User & Security Group Administration Microsoft Windows Operating Systems Microsoft Office 365 Password Administration and Account Management Basic Networked Desktop Support User Access Management Customer Service Skills

Excellent customer service and telephone communication skills. Ability to assist users with limited technical knowledge. Strong attention to detail and problem-solving ability. Effective organizational and multitasking skills. Ability to follow documented procedures and troubleshooting guides. Self-motivated with a strong commitment to customer satisfaction. Preferred Candidate Profile

Strong customer service background. Comfortable handling a high volume of inbound support calls. Patient and professional when assisting non-technical users. Reliable and punctual with excellent attendance. Works well in a team-oriented service environment. Basic IT support knowledge with a willingness to learn. Technologies Supported

Microsoft Windows Microsoft Office 365 Active Directory RACF Remedy Ticketing System Desktop & Application Support Tools Work Environment

This position is an operational Tier 1 Help Desk role where team members spend the majority of the day supporting users by phone. Successful candidates will be service-oriented professionals who enjoy helping people, communicating clearly, and resolving user issues efficiently. PennDOT can train technical processes and tools; however, strong communication skills, professionalism, and customer service aptitude are essential for success in this role.