IT Help Desk Analyst

• IT Help Desk Analyst
• 📍 Location: Harrisburg, PA

🏢 Work Arrangement: On-site Monday-Thursday | Telework Friday

⏰ Schedule: Full-Time, 40 hours/week

📅 Contract Duration: Through June 30, 2027, with potential for additional funding

• 🏛️ Client: Pennsylvania Department of Transportation (PennDOT)
• About the Opportunity
• Willan Technologies is seeking an IT Help Desk Analyst to support PennDOT in Harrisburg, PA.
• This is a Tier 1, phone-based support position focused on delivering excellent customer service, resolving basic technical issues, performing password resets, providing application support, and creating/escalating support tickets.
• The ideal candidate combines strong customer service and communication skills with basic IT support experience. This is an excellent opportunity for someone who enjoys helping users, working in a team environment, and solving technical problems.
• Key Responsibilities
• Provide Tier 1 technical assistance to end users via phone.
• Troubleshoot basic hardware, software, system, and application issues.
• Assist users with varying levels of technical knowledge.
• Perform password and User ID resets through Active Directory and RACF.
• Create, document, track, and escalate Remedy trouble tickets when necessary.
• Support Microsoft Windows and Office 365 environments.
• Troubleshoot Office 365 issues involving permissions, calendar sharing, and delegation.
• Guide users through diagnostic and troubleshooting procedures by phone.
• Research solutions using supplied documentation and technical reference materials.
• Coordinate and track repairs with appropriate service providers.
• Communicate effectively with technical and non-technical teams.
• Maintain quality standards while delivering excellent customer service.

• Required Qualifications
• 1+ year of IT Service Desk and/or Call Center experience.
• Experience with call tracking and ticketing software.
• Basic Active Directory user and security group administration experience.
• Strong knowledge of Microsoft-based operating systems, including Windows and Office 365.
• Experience troubleshooting Office 365 in a network environment, including permissions, calendar sharing, and delegation.
• Ability to effectively support users with limited technical knowledge.
• Strong telephone manner and excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to follow documentation and independently research solutions.
• Strong customer-service mindset and ability to work effectively within a team.
• Self-motivated, dependable, and comfortable working in a high-volume phone support environment.
• 2-year associate degree or equivalent technical study.

• Work Environment
• This is an operational Tier 1 Help Desk role that is 100% phone-focused. No Tier 2 work will be performed. Reliability, communication, customer service, and consistent attendance are critical to success.
• The team works at the Riverfront Office Center (ROC), 1101 South Front Street, Harrisburg, PA 17104, with telework currently scheduled every Friday.
• Candidates should also be available for quarterly Saturday work from 8:00 AM-12:00 PM, with at least two weeks' advance notice.
• Interview & Start Information
• Interview: 1-hour, in-person interview
• Training period: Approximately 3-4 weeks
• Typical start: Approximately 2-3 weeks after acceptance

Local candidates in the Harrisburg, PA area are strongly preferred.