Job Summary (Help Desk Analyst - Commonwealth of

PA 2 - DOS

HDA1 A4 SC3 (813029)) Serve as first-level support in a call center environment, providing technical assistance and guidance to users via phone and email. Troubleshoot and resolve user issues related to business applications, account logins, password resets, and general application navigation. Determine if issues are hardware-related (e.g., modem, printer, cables, telephone) or application-related; document all interactions and solutions in a tracking system. Escalate unresolved or complex issues to senior staff or tier-two technical resources according to established procedures. Assist users through problem-solving steps, utilizing technical databases, reference materials, and collaboration with colleagues. Manage and report time spent on all assigned work activities, ensuring adherence to quality standards and timely completion of tasks. Support agency computer repairs, software installations/updates, and basic equipment maintenance as required. Run daily reports and handle their distribution, including hand delivery or preparation for inter-company mail. Create and manage ServiceNow incidents for all incoming phone and email support requests. Provide limited assistance with cable clean-up, equipment installation, data center cleaning, and moving/racking hardware. Assist senior technical staff with lower-level tasks, such as data acquisition and report generation. Communicate clearly and effectively, both verbally and in writing, while working collaboratively in a team environment.

Hybrid work schedule:

combination of in-office and remote work after initial training period; must be local to Harrisburg, PA. Must comply with all agency policies, including the prohibition of using or transporting government equipment outside the United States.