PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)
Requisition Class:
HDA :
HDA3 :
HDA3 A4 SC3 Region Name:
Commonwealth of PA 2 Title/Role:
PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk) Region Description:
Commonwealth of PA 2 Req.
Status:
Open No.
of Openings:
6 No.
Filled:
5 Start Date:
08/29/2022 End Date:
06/30/2023 No New Submittals After:
Max Submittals by Vendor:
Per Opening Directed Award? :
NO Selected Vendor/Resource:
Require Enhanced Background Check?:
No SDB - Exception:
Yes Requisition Cancellation Reason:
Short Description:
Help Desk Analyst - 1
year of field experience.
2 year associates degree or equivalent technical study.
Complete Description:
There are currently four openings for this req.
Candidates will first be screened on 8/5/22 and will continue each Friday thereafter until all positions are filled.
This requisition no longer requires an hour-long virtual interview via Teams.
It will be in-person at The Server Farm.
Client would prefer candidates local to the Harrisburg, PA Area.
Do not resubmit candidates from previously released Help Desk req #s:
449285, 457364, 487180, 487176, 477568, 457364, 496252, 503982, 505852, 509775, 511077, 512967, 515674, 518855, 522988, 528611, 529675, 557706, 567555, 573224, 576284, 581741, 587871, 588926, 593466, 598607, 605245, 614256, 621067, 632732, 643056, 651220, 657863, 665209, 673485, 677888 & 683461.
Vendors, please be aware that candidates submitted at least 6 months ago from 8/5/22 may now be reconsidered for this req.
Regards to the RTR end date please enter 6/30/23 since that is what the PO reflects.
The training cycle for these positions run 3-4 weeks, so start dates would most often fall 1 to 3 weeks from the date of acceptance.
This position is 100% onsite and at the PennDOT Server Farm.
There is free off-street parking on-site around the building.
This is a Tier 1 position requiring working on phones all day.
This position is 100% phones and 85% password resets.
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.
The Help Desk Analyst performs the skills listed below.
oProvides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
oInvestigates and resolves computer software and hardware problems of users.
oAnswers questions, applying knowledge of computer software, hardware, systems, and procedures.
oTalks with technical and non-technical co-workers to research problem and find solution.
oAsks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
oCreate and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
oFollow quality standards and displays strong customer service skills.
oAble to work in a team environment.
oComplete assigned tasks.
oExcellent communication skills; both written and spoken.
oReset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory oDiagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
oResearch and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
oExperience with call tracking and ticketing software oAttentive to details and ability to be resourceful (using supplied documentation) oAbility to support users with limited knowledge of computers, software, hardware, and systems oAbove average communication skills and telephone manner.
oExcellent organizational skills oBasic User & Security Group Active Directory administration oStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 oExperience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) oYou will be a self-motivated achiever who gains satisfaction from providing excellent customer service o1
years previous IT Service Desk and/or Call Center experience required.
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.
Recommended Skills Administration Attention To Detail Call Centers Coordinating Creativity Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
HDA :
HDA3 :
HDA3 A4 SC3 Region Name:
Commonwealth of PA 2 Title/Role:
PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk) Region Description:
Commonwealth of PA 2 Req.
Status:
Open No.
of Openings:
6 No.
Filled:
5 Start Date:
08/29/2022 End Date:
06/30/2023 No New Submittals After:
Max Submittals by Vendor:
Per Opening Directed Award? :
NO Selected Vendor/Resource:
Require Enhanced Background Check?:
No SDB - Exception:
Yes Requisition Cancellation Reason:
Short Description:
Help Desk Analyst - 1
year of field experience.
2 year associates degree or equivalent technical study.
Complete Description:
There are currently four openings for this req.
Candidates will first be screened on 8/5/22 and will continue each Friday thereafter until all positions are filled.
This requisition no longer requires an hour-long virtual interview via Teams.
It will be in-person at The Server Farm.
Client would prefer candidates local to the Harrisburg, PA Area.
Do not resubmit candidates from previously released Help Desk req #s:
449285, 457364, 487180, 487176, 477568, 457364, 496252, 503982, 505852, 509775, 511077, 512967, 515674, 518855, 522988, 528611, 529675, 557706, 567555, 573224, 576284, 581741, 587871, 588926, 593466, 598607, 605245, 614256, 621067, 632732, 643056, 651220, 657863, 665209, 673485, 677888 & 683461.
Vendors, please be aware that candidates submitted at least 6 months ago from 8/5/22 may now be reconsidered for this req.
Regards to the RTR end date please enter 6/30/23 since that is what the PO reflects.
The training cycle for these positions run 3-4 weeks, so start dates would most often fall 1 to 3 weeks from the date of acceptance.
This position is 100% onsite and at the PennDOT Server Farm.
There is free off-street parking on-site around the building.
This is a Tier 1 position requiring working on phones all day.
This position is 100% phones and 85% password resets.
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.
The Help Desk Analyst performs the skills listed below.
oProvides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
oInvestigates and resolves computer software and hardware problems of users.
oAnswers questions, applying knowledge of computer software, hardware, systems, and procedures.
oTalks with technical and non-technical co-workers to research problem and find solution.
oAsks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
oCreate and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
oFollow quality standards and displays strong customer service skills.
oAble to work in a team environment.
oComplete assigned tasks.
oExcellent communication skills; both written and spoken.
oReset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory oDiagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
oResearch and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
oExperience with call tracking and ticketing software oAttentive to details and ability to be resourceful (using supplied documentation) oAbility to support users with limited knowledge of computers, software, hardware, and systems oAbove average communication skills and telephone manner.
oExcellent organizational skills oBasic User & Security Group Active Directory administration oStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 oExperience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) oYou will be a self-motivated achiever who gains satisfaction from providing excellent customer service o1
years previous IT Service Desk and/or Call Center experience required.
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.
Recommended Skills Administration Attention To Detail Call Centers Coordinating Creativity Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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