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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00023448 |
Description Activated On: 9/10/2024 8:40:06 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Provides a wide variety of support and systems enhancement activities for Information Technology end users in the District and County offices as well as construction field offices, county stockpiles, Welcome Centers, Driver License Centers and other remote sites as required. Performs work in troubleshooting and resolving network issues, installation and servicing of hardware, software, and assists users in adapting and applying information technology to work applications. This position reports to the Office of Administration, Infrastructure and Economic Development (IED) Delivery Center, Technology Services Office (TSO), IT Coordinator Division. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Provides a wide variety of Tier 2 support, systems enhancement activities, and implementation of new IT initiatives for approximately 900 users, 5400 IT assets, at more than 90 network connected sites including 9 remote county offices, 53 stockpiles, 20 construction project field sites, 6 Driver License Centers, State Fire Academy (PEMA), and other various remote offices and users as required. Performs troubleshooting and resolves network issues, installs and services network equipment, hardware, software, and assists users in adapting and applying information technology to work applications. Significant attention to detail and daily multitasking with a high level of accuracy are required. Troubleshoots and resolves all IT issues reported via incident reporting process escalation from the Tier 1 group, direct communication, observations, and testing results. Analyzes and resolves incidents and makes determinations if trends suggest a larger scale IT problem and escalates to Tier 3 or reports to management if required. Performs all aspects of client workstation, mobile devices, and peripheral support to include installation, maintenance, and upgrades for all PC software and hardware. Ensures computing devices are configured in accordance with applicable Commonwealth standards and policies. Work encompasses setup, hardware, software, operating system troubleshooting of client workstations, malware and virus removal, hard drive encryption and imaging, installation of drivers, printers, scanners, digital cameras, smartphone and cellular devices, fleet equipment analysis, and programming devices, dynamic and variable message boards, roadway weather information systems, highway advisory radios, and other miscellaneous IT hardware. Assists with proper installation of servers, routers, switches, uninterruptable power supplies, and network infrastructure to include premise wiring and patch panel and workstation and network cabling. Utilizes network administrative tools such as Hyena, System Center Configuration Manager, Software Center, Active Directory, Remedy, and Remote Desktop to monitor, isolate, diagnose, and/or resolve client network issues. Documents and manages work assignments through the Remedy Action Request System. This involves acting on incident tickets received from Tier 1 groups, assigned work, and escalating problems to Central Office personnel if appropriate. Submits required tickets using Remedy to initiate such things as hardware service, and user account or security changes as required. Provides detailed description of requests and specifies exactly what action is required to address or resolve the problem. Receives tickets and addresses IT requests from users and provides detailed work information and resolutions. Provides day-to-day hardware and user support for approximately 520 mobile smartphones and tablets. Duties include using Workspace One Mobile Device Management to track/manage devices, reset passcodes, perform profile resets, monitor usage, and maintain device inventories and user assignments, etc. Also responsible for communication to end users on iOS updates and ensuring devices/users are updated in a timely fashion. Coordinates between end-user and mobile app development team to maintain and update various end user apps. Provisions and re-provisions devices as required. Also provides support for other mobile devices, such as cell phones and aircards. Provides support for telecommunication equipment and services, to include analog, cellular, VoIP sets, fax machines, audio and video conference equipment, and web conferencing. Manages and configures voice mailboxes and menus, on-premise voice messaging equipment, and carrier-provided services. Supports telephone key systems and makes minor configurations changes such as station names. Performs hardware and software diagnostic procedures including the use of software utility programs in the diagnosis and troubleshooting of information technology hardware and software problems. Takes independent actions to resolve those problems, and/or arrange for vendor service including follow up to ensure that the work is completed appropriately. Provides hardware and software support functions to all field-based personnel. Field office support includes responsibility for cellular and broadband internet connections, VPN site routers, printers/multifunction devices, workstations, laptops, and iPad tablets. Provides day-to-day hardware and user support for large format plotters, scanner, stacker, and plotting software. Provides installation, upgrade, and license support for numerous specialized engineering software products used for 2D and 3D civil design, structural and bridge analysis, geotechnical, hydrology and hydraulics, project delivery, concept and reality 3D modeling, geospatial survey, and traffic analysis. Provides support for any specialty hardware that interfaces with these software products such as GPS data collectors and receivers, total stations, and unmanned aircraft systems. Provides network support for the District Traffic Management and/or Incident Command Center. Emphasis will be on IT responsibilities for support of Incident Command Center Operations. Provides hands-on support, assists with troubleshooting connectivity issues and works with contractor or vendor to resolve. Provides support for a series of remote traffic management equipment such as video cameras, dynamic and variable message signs and highway advisory radios that operate on various types of communications including IP on public, private and cellular networks, as well as dial-up. Provides hands-on support and assists with troubleshooting connectivity issues and work with contractor or vendor to resolve. Assists with supporting and ensuring garage maintenance staff has functional laptops and software to perform diagnostic activity on multiple vendors' Engine Control Units, Chassis Control Modules, and Antilock Brake Systems as installed in heavy-duty trucks and other fleet equipment. Responsible for ensuring mobile devices and adapters are kept current with latest patches, drivers, firmware, and software updates as well as routinely monitoring devices to ensure they are being connected to the LAN and receiving updates. Processes newly provisioned user domain accounts and determines and authorizes appropriate security group memberships and roles. Supports VPN connectivity for remote users. Assists remote users with installation of security certificates, training and troubleshooting connectivity issues. Assumes primary support for all district office local and networked monochrome, color and multi-functional printers. Provides premise cabling support throughout the district including all remote offices. This includes planning, installation, terminations, connectivity, troubleshooting and repairing issues, documentation, as well as recommending and implementing upgrades to premise cabling infrastructure. Provides onsite and remote connectivity and authentication support for IED systems including: ECS (Electronic Content Services), ECMS (Electronic Construction Management System), CDSv3, ASTA, SAP, Crash, RCRS (Road Closure Reporting System), ePermitting, ePayroll, APRAS, BMS2 (Bridge Management System 2), iForms, ROWO (Right of Way Office), Video Log, and additional systems as needed. Conducts annual IT inventories and tagging all IED Delivery Center equipment within the District boundaries with inventory asset tags, scanning and inventorying items, and uploading the data to a centralized database. Collects and inventories surplus IT equipment and process according to established surplus procedures. Provides support on presentation tools including use of hardware and software, Microsoft PowerPoint, Microsoft Visio, Adobe Photoshop, scanners, color laser printers, digital cameras, projectors, and card readers. Conducts and/or coordinates training as required and provides follow up user assistance. Provides support and troubleshooting for building security system equipment, such as access control readers, fire alarms, and surveillance cameras. Also includes the ability to support creation of security access/identification cards as directed. Communicates clearly and concisely both orally and in writing and delivers customer-friendly, professional support to employees at various levels throughout the organization. Assists with implementation and provides end user support and training for all upcoming IT initiatives. Conducts formal classroom and informal information technology training for district and county users. Obtains PennDOT Instructor Certification and assists in developing and prioritizing district and county information technology training plans. Assists with and conducts one-on-one and formal classroom IT training as required to instruct users on concepts of local area networks, client-server applications, iOS cellular mobile devices, standard PC software, and in-house applications. Assists with providing instruction on Microsoft Windows operating systems, Microsoft Office Suite applications, and other applications as required. Tests and evaluates new products and technology and make recommendations on hardware and software purchases and utilization. Consults with users to discuss and assess existing software and hardware, and recommends the acquisition of software, hardware, and information technology services. Monitors contractor performance in providing services and equipment in accordance with specifications. Develops training materials, manuals, bulletins, on-line help documents, and other user aids. Provides input on preparation of installation plans for new and existing equipment for District and County Offices. Assists in controlling and monitoring mainframe (RACF) and LAN security measures. Maintains a safe work area and promote an accident free workplace for others by ensuring equipment and cables do not pose hazards. Travel as required, including overnight status. Performs related work as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Self-direction and independent decision making are required in order to provide immediate, on-the-spot direction to other members of the IT staff as well as users. Included in this decision making is the ability to know when to defer to others. User level issues can be resolved by the employee but decisions that relate to policy and impacts to the enterprise must be deferred. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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