Service Desk Analyst

NIC Inc. Harrisburg , PA 17101

Posted 3 weeks ago

The nation's premier provider of innovative digital government solutions and secure payment processing is currently seeking a Service Desk Analyst to complement their growing team. Pennsylvania Interactive, LLC our Harrisburg location of the NIC Inc. family of companies, serves state and local agencies, by partnering with them to provide new, innovative, online government services. At NIC (NASDAQ: EGOV), it's our mission to make government interactions more accessible for everyone through technology. NIC's company culture is driven by a set of core values: trust, integrity, responsibility, passion, innovation, family, and community. As a member of the Pennsylvania Interactive team, you will work as a team to drive application and adoption of emerging technologies to create effective and citizen-centric, digital government solutions.

Are you a recent college grad looking to get started in technology? Not sure what area yet, but you want to learn some more about software development, and how you can use your growing technical abilities, great people skills, attention to detail, critical thinking, analytical skills and your drive for success to be of service others? Are you punctual, and a problem solver, keen on ensuring that everyone who comes to you for help has the resources they need timely? If you answered yes to those questions, this Service Desk Analyst role may be the one for you!

As the first point of contact on the Service Desk Team, Service Desk Analysts are responsible for providing technical support via email, phone and online chat to the constituents, state and local government agency partners that PAI serves. Service Desk Analysts are investigators, ensuring that all evidence and information is collected to facilitate the resolution and fulfillment of incident reports and service requests. This is accomplished by:

  • Logging detailed descriptions of service request, incidents and problems in ticket database and resolving or assigning tickets to other teams as needed

  • Triaging incident reports and service requests via phone, email and online chat, to ensure that all pertinent information is obtained to facilitate resolution and reporting.

  • Providing technical support for and assisting constituents, state and local government agency partners with credentials for systems and resources supplied by PAI

  • Identifying and troubleshooting technical issues with PAI applications and services, bringing multiple resources to bear to find resolutions.

  • Recording, researching and resolving service desk tickets from agency partners and constituents

  • Serving as owner of all incidents and service requests and ensures resolution within established SLA timeline

  • Following up with technical teams to check on the status of cases approaching SLA deadline and provide feedback to requestor/reporter

  • Sending notifications to constituents, state and local government agency partners to report and provide updates on scheduled maintenance, incidents or changes that may affect them as needed

  • Creating knowledge articles and documents related to Service Desk responsibilities to continually improve support to customers

  • Working on projects as assigned

  • Service as a liaison to ETS for Service Now Tickets on behalf of PAI

  • Ensuring customer satisfaction with services provided by PAI

  • Researching and suggesting solutions for improvement to Service Desk and application performance.

  • Utilizing feedback from constituents and agency partners to recommend product and service improvements

  • Aiding in the development and execution of an effective and efficient customer service model

Required Skills and Qualifications:

  • Self-motivated, detailed, resourceful and creative with enthusiasm for problem solving

  • Outstanding verbal and written communications skills

  • Ability to comprehend and clearly translate complex technical topics

  • Strong customer service and public speaking skills

  • Understanding of Microsoft Office applications and Sharepoint

  • Well-versed in Internet usage including various browsers, settings and maintenance

  • Ability to work under pressure and respond to high volume of telephone calls, emails and online chat requests for service

  • Able to multi-task and manage multiple priorities. Strong organizational and prioritization skills

  • Desire and ability to work in a fast-paced, highly flexible and entrepreneurial environment

  • Must have high attention to detail

  • Must have good analytical and mathematical skills

  • Must have a positive attitude

  • Technical background is a plus

Desired Skills:

  • Bachelor's degree preferred

  • ITIL V3 Foundations Certification

  • Knowledge of Incident and Problem management processes and tools

  • Skillful at navigating ITSM tools

  • Technical support experience

  • Knowledge Management and KCS experience


  • Competitive compensation program

  • No-cost group medical/dental insurance

  • Stock purchase plan

  • Matching 401(k) contributions with 100% vesting

  • Disability insurance

  • Life insurance

  • Company wellness program

  • Casual and fun office environment

  • Paid State holidays/vacation

  • Tuition reimbursement

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Service Desk Analyst

NIC Inc.