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Desktop Support Technician
Dauphin County, PA/Hybrid
1 to 2 days per week
3+ Months
Description:
System Administrator SA2 A4 SC1
EBR TSO Capital South - Desktop Support Technician
Position Description: This position is located within the Employment, Banking and Revenue Delivery Center (EBR) Technology Services Office (TSO), which supports information technology solutions and services for the Department of Labor & Industry, Department of Revenue (including PA Lottery), Department of State, Department of Banking and Securities, and the PA Insurance Department. This position resource will support other EBR Agencies located within the Harrisburg Capital Complex to carry out the duties and responsibilities of the position.
The focus of this position is on Incident Management Support. This position is responsible for providing technical desktop support services in problem solving the operation of desktop hardware and software, maintaining network connectivity as well as local printing mechanisms, and installing, configuring, and testing Wi-Fi, VPN, VDI, software, scanners, and other desktop-related hardware devices, etc. Assisting with video technology in conference rooms when necessary. This position will research and recommend modern technologies for performance, reliability, and customization based on customer needs. Dependent upon the business needs, assume varying roles of either an independent project leader or as a highly technical resource for the Incident Management Support Team. Will also provide incident management services via remote control when an actual desktop visit is avoidable. This position is accountable for all technical support of EBR Executive Staff.
This position will spend 1 to 2 days per week in the Labor & Industry building working with the user account management team to create modify resource and user accounts in active directory.
Telework part-time, reporting onsite as needed for user support issues that cannot be performed remotely, hardware deployments, and other projects. Teleworking is currently considered temporary, and if/when it ends, you will be required to report daily to your headquarters office to perform your duties.
Skills: The skill level of this position requires the ability to act independently, work in a team environment, and have a highly advanced proficiency and competency in a variety of IT platforms and technologies. This role has various tasks, including troubleshooting of the Windows and Mac operating systems, COTS applications as well as numerous in-house developed applications, VPN connectivity issues, VDI connectivity issues, software removal and installation, hardware replacements and distributions, printer setups, basic networking issues, imaging desktops/laptops, and working with vendors to coordinate onsite repairs.
List of Skills:
1. Thorough knowledge and use of ServiceNow or understanding of asset management system
2. Expert knowledge and use of Windows OS and O365 Office products
3. Excellent customer service awareness and communication skills
4. Knowledge of hardware desktop, printer, scanner, video
5. Knowledge of software
6. Knowledge of imaging workstations using SCCM
7. Excellent troubleshooting and problem-solving skills
8. Ability to transport/lift boxes/equipment
9. Ability to work independently and as a member of a team
10. Knowledge of VPN setup, support, and install
11. Able to resolve technical issues with users over the phone
12. Knowledge of active directory use and privileges
13. Creating/modifying resource accounts in Active Directory
14. Use the Commonwealth User Provisioning and Self-Service (CUPSS) to add/remove/modify user accounts
15. Create/Update Distribution Lists in Active Directory
16. Password resets in Active Directory
17. Knowledge of wireless workstation setup and support
18. Ability to think and act under pressure
19. Good organizational skills
20. Excellent etiquette and professionalism