SR International
Job Opening: Help Desk Analyst (Job Code: PA 774677)
Client:
Commonwealth of Pennsylvania (DOS) Location:
Dauphin County, PA (Hybrid - Onsite Training Required) Contract Duration:
Through 06/30/2026 Work Hours:
8:00 AM - 4:30 PM OR 8:30 AM - 5:00 PM
Position Overview:
We are seeking a
Help Desk Analyst (HDA2)
to provide Tier 1 support for the Commonwealth of Pennsylvania's Department of State (DOS). This is a call center role primarily focused on assisting users with login issues, password resets, navigating business applications, and escalating tickets to Tier 2 support when necessary.
The position requires in-office training, after which a hybrid schedule (alternating weeks onsite and remote) will be implemented.
Key Responsibilities:
Respond promptly to help desk phone calls and emails Assist users with business application support, password resets, and login issues Create and manage ServiceNow incidents for all requests Escalate unresolved issues to appropriate Tier 2 personnel Utilize technical databases and team resources to troubleshoot user issues Provide software installation and update support Assist with agency computer repairs and minor equipment tasks Support senior technical staff with data gathering and report generation Maintain accurate work time logs and status updates Required Skills & Experience:
SkillRequired Experience Help desk phone/email support | 3+ years ServiceNow ticketing/escalation | 3+ years Software installation & PC repair | 3+ years Reporting and data handling | 1+ years Cable clean-up, equipment racking, or physical support tasks | 1+ years
Additional Notes:
Onsite Requirement:
Candidates
must
be able to work onsite during initial training and as part of the hybrid schedule. Security Policy:
Government equipment must
not
be taken or used outside the United States. Violations will result in
immediate termination
and
ineligibility for rehire .
Flexible work from home options available.
Compensation: $20.00 per hour
About SR International INC
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it's important for us to maintain the quality resource pool.
Commonwealth of Pennsylvania (DOS) Location:
Dauphin County, PA (Hybrid - Onsite Training Required) Contract Duration:
Through 06/30/2026 Work Hours:
8:00 AM - 4:30 PM OR 8:30 AM - 5:00 PM
Position Overview:
We are seeking a
Help Desk Analyst (HDA2)
to provide Tier 1 support for the Commonwealth of Pennsylvania's Department of State (DOS). This is a call center role primarily focused on assisting users with login issues, password resets, navigating business applications, and escalating tickets to Tier 2 support when necessary.
The position requires in-office training, after which a hybrid schedule (alternating weeks onsite and remote) will be implemented.
Key Responsibilities:
Respond promptly to help desk phone calls and emails Assist users with business application support, password resets, and login issues Create and manage ServiceNow incidents for all requests Escalate unresolved issues to appropriate Tier 2 personnel Utilize technical databases and team resources to troubleshoot user issues Provide software installation and update support Assist with agency computer repairs and minor equipment tasks Support senior technical staff with data gathering and report generation Maintain accurate work time logs and status updates Required Skills & Experience:
SkillRequired Experience Help desk phone/email support | 3+ years ServiceNow ticketing/escalation | 3+ years Software installation & PC repair | 3+ years Reporting and data handling | 1+ years Cable clean-up, equipment racking, or physical support tasks | 1+ years
Additional Notes:
Onsite Requirement:
Candidates
must
be able to work onsite during initial training and as part of the hybrid schedule. Security Policy:
Government equipment must
not
be taken or used outside the United States. Violations will result in
immediate termination
and
ineligibility for rehire .
Flexible work from home options available.
Compensation: $20.00 per hour
About SR International INC
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it's important for us to maintain the quality resource pool.