Help Desk Analyst (Tier 1 Customer Support Focus)
Fathom Management LLC, Harrisburg, PA, United States
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.
"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.