Help Desk Analyst (Tier 1 – Customer Support Focus)

"Be the first line of support-where great customer service meets technology."

Client: Pennsylvania Department of Transportation (PennDOT)
Location: Harrisburg, PA (On-Site – Riverfront Office Center)
Salary: $37,000 (W-2 + Full Benefits)
Schedule: Monday–Friday + Quarterly Saturday (8 AM–12 PM)
Work Model: On-site (Telework Fridays)

Position Overview

PennDOT is seeking a customer-focused Help Desk Analyst (Tier 1) to support end users with day-to-day technical issues.

This is a high-volume, phone-based support role where success is driven by:

• Strong communication skills
• Reliability and consistency
• Ability to deliver excellent customer service

This is not a Tier 2 / engineering role-it is a front-line support position focused on helping users quickly and effectively.

Work Environment

• 100% on-site at:
  Riverfront Office Center (ROC)
  1101 South Front St., Harrisburg, PA
• Team teleworks every Friday
• Training: 3–4 weeks (structured onboarding)
• Interview: In-person (1 hour)
• Start: Typically 2–3 weeks after offer

What You'll Be Doing

• Provide phone-based technical support to end users
• Troubleshoot:
  • Password resets
  • Account access issues
  • Basic application support
• Assist users with:
  • Hardware/software issues
  • Office 365 functionality
• Create and manage help desk tickets (Remedy or similar)
• Escalate issues to Tier 2 or vendors when needed
• Guide users through troubleshooting steps in real time
• Maintain strong documentation and follow procedures

Core Responsibilities

• Respond to high-volume inbound calls
• Diagnose and resolve basic technical issues
• Reset passwords using:
  • Active Directory
  • RACF (mainframe access)
• Track and update incidents using ticketing systems
• Coordinate hardware/service provider repairs
• Follow knowledge base documentation and update when needed
• Deliver consistent, professional customer service

Required Qualifications

Experience

• 1+ year of:
  • IT Help Desk OR
  • Call Center / Customer Support experience

Technical Skills

• Experience with ticketing systems (Remedy or similar)
• Basic Active Directory (user accounts, password resets, groups)
• Familiarity with:
  • Windows OS
  • Microsoft Office 365
• Ability to troubleshoot:
  • Permissions
  • Calendar sharing
  • Delegation

Core Competencies

• Strong phone communication skills
• Excellent customer service mindset
• Ability to explain technical issues to non-technical users
• Detail-oriented and resourceful
• Organized and dependable
• Comfortable working in a team environment

Education

• Associate's Degree OR equivalent technical training preferred

What Makes a Strong Candidate

• Prior call center + IT support experience
• Strong people skills and patience
• Ability to stay calm under high call volume
• Self-motivated with a "help-first" mindset

Important Notes

• This is a Tier 1, phone-heavy role (100% calls)
• No Tier 2 / advanced technical work
• Strong preference for local Harrisburg candidates
• Candidates must be comfortable with:
  • Repetitive tasks
  • High call volume
  • Structured environment

What Success Looks Like

• High-quality customer interactions
• Fast and accurate issue resolution
• Consistent ticket documentation
• Positive feedback from users and team
• Reliable attendance and performance

Summary

This role is ideal for someone who enjoys:

• Helping people
• Solving everyday tech problems
• Working in a structured, team-based environment

If you have strong customer service skills and foundational IT knowledge, PennDOT will provide the tools and training to help you succeed.

Benefits Overview

Full-time employees are offered a comprehensive and competitive benefits package, including:

• Paid vacation, sick leave, and holidays
• Medical, dental, and vision health insurance
• Life insurance coverage
• Short- and long-term disability insurance
• 401(k) retirement plan with company match and immediate vesting
• Military leave
• Training and professional development opportunities
• Tuition reimbursement
• Employee wellness program
• Commuter benefits
• And more

Equal Employment Opportunity (EEO) Statement

Fathom Management, Inc. is committed to providing equal employment opportunities to all employees and applicants. All employment decisions-including recruiting, hiring, training, promotion, compensation, benefits, and termination-are made without regard to race, color, religion, creed, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.