IT Help Desk Specialist (686314)
About the Opportunity
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- We are only considering local candidates who currently reside within 45 minutes of postal code 17120
- No Third Party Agencies
- $22 per hour 1099, $16 per hour W2 + benefits
- Starts 100% On-site in Harrisburg, Pennsylvania, May have remote option later
- Job Id: OST-686314
- Must be able to provide proof of COVID-19 vaccination plus booster shot
- Contract Term: Till end of the 2023 fiscal year with yearly extension based upon performance
Short Description
The Commonwealth of Pennsylvania’s Department of State (DOS) is seeking an IT Help Desk Specialist to take calls and help with logins, resets, and assistance getting through applications and escalating tickets. The ideal candidate will possess 3+ years of answering help desk phones promptly, 3+ years of responding to help desk emails promptly, 3+ years of escalating issues to senior staff by assigning ServiceNow incidents to the appropriate resource.
Required Skills/Years of Experience
- High School Diploma or GED
- 3+ years of experience answering help desk phones promptly
- 3+ years of experience responding to help desk emails promptly
- 3+ years of experience escalating issues to senior staff by assigning ServiceNow incidents to appropriate resource
- 3+ years of experience performing agency computer repairs, as needed
- 3+ years of experience installing software/updates on agency computers
- 3+ years of experience assisting senior technical staff with lower level job tasks acquiring data and running reports
- 1+ years of experience running daily reports and hand delivering or inserting into inter-company mail envelopes for pick-up and delivery
- 1+ years of experience creating ServiceNow incidents for all phone and email requests
- 1+ years of experience providing assistance with cable clean-up, installations, data center cleaning, moving, or racking of equipment
Complete Description
The Commonwealth of Pennsylvania’s Department of State (DOS) is seeking an IT Help Desk Specialist to take calls and help with logins, resets, and assistance getting through applications and escalating tickets. The ideal candidate will possess 3+ years of answering help desk phones promptly, 3+ years of responding to help desk emails promptly, 3+ years of escalating issues to senior staff by assigning ServiceNow incidents to the appropriate resource.
The IT Help Desk Specialist will be tasked to:
- Receive telephone calls and emails from users having problems using business application or inquiring how to use aspects of the applications
- Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue
- Log issues in tracking system
- Escalate issues in accordance with defined procedures
- Assists users through problem solving steps
- Use technical databases to research problems and find solution
- Use reference publications and diagnostic aids in resolving technical problems
- Assist in coordination of changes, upgrades and new products
- Ensure systems will operate correctly in current and future environment
- Provide accurate and complete answers to general use and administrative environment questions in a timely manner
- Communicate accurate and useful status updates
- Manage and report time spent on all work activities
- Follow quality standards
- Work in a team environment
- Use strong communication skills; both written and spoken
Hiring Expectations
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- No Third Parties
- Right to Represent authorization is required
- Expect technical interview screening
- Expect F2F interview
- Background check and/or credit check will be required