Job Title: Help Desk Analyst (Hybrid) Client: Commonwealth of Pennsylvania – Department of State (DOS) Client Job ID: PA 790064 Location: Harrisburg, PA Work Location: 302 North Office Building, Harrisburg, PA Duration: Until 06/30/2026
Job Description
The Commonwealth of PA – Department of State is seeking a Help Desk Analyst to support a call center environment. This role involves handling inbound calls and emails to assist users with login issues, password resets, application support, and ticket escalation to Tier 2 when required.
Note: This position does not involve wiring, hardware setup, or remote access troubleshooting.
Work Schedule
Shift options: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
Onsite during training; hybrid schedule once fully trained
Key Responsibilities
Receive and respond to help desk phone calls and emails
Troubleshoot and resolve application-related issues
Identify hardware vs. application problems and log incidents
Create and manage ServiceNow incidents for all requests
Escalate issues according to defined procedures
Guide users through step-by-step problem resolution
Research issues using technical databases and internal resources
Provide timely status updates and accurate solutions
Follow quality standards and document time spent on tasks
Assist with software installations, updates, and basic computer repairs
Support senior technical staff with reports and data gathering
Perform limited physical tasks (report delivery, cable cleanup, equipment moving)
Required Skills & Experience
Help Desk / Call Center Support – 3+ years
ServiceNow incident creation and escalation – 3+ years
Phone and email support responsiveness – 3+ years
Software installation and updates – 3+ years
Computer repairs and troubleshooting – 3+ years
Running reports and administrative support – 1+ year
Basic equipment handling and cable cleanup – 1+ year
Strong written and verbal communication skills
Ability to work effectively in a team environment
Additional Information
Contractors will rotate between onsite and remote work
Training will be conducted onsite
Strong customer service and communication skills are essential