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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00040068 |
Description Activated On: 2/20/2026 10:37:34 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. 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 report on a rotational basis to two locations: the Revenue Tower in Strawberry Square, located in downtown Harrisburg, Pennsylvania, and the Lottery Headquarters office in Middletown. 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. 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. Will also provide incident management services via remote control when an actual desktop visit is avoidable. |
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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. Support desktop connectivity and troubleshooting efforts by assisting subject matter experts and technical staff in resolving desktop performance and connectivity issues. Collaborate with technical teams and vendors to gather information on hardware/software options, costs, and availability. Assist in preparing documentation for purchases or leases in line with departmental policies. Provide follow-up desktop support services after hardware/software installations or upgrades performed by the Change Management Team. Offer backup assistance during hardware deployments when needed. Assist with software installation and configuration using client-server technologies, SCCM, and scripting tools under guidance. Help perform remote troubleshooting by connecting to user desktops to resolve technical issues. Support diagnosis and resolution of software-related issues, including custom applications, ODBC drivers, specialized Lottery applications, and advanced Microsoft Office 365 features. Help test equipment and applications to ensure proper functionality. Run basic hardware and software diagnostics and assist with minor repairs or adjustments. Refer unresolved hardware issues to appropriate vendors or warranty providers. Provide backup assistance for Change Management Team technicians in the EBR region and help support technicians in other regions when necessary. Assist employees with understanding computer resource agreements and help onboard new users for software or applications. Support migration of remote site devices to new enterprise services, including operating system upgrades and domain rejoining. Work in a hybrid environment (telework and onsite) with flexibility to adjust schedules based on user support needs, hardware deployments, and projects. Must be willing to travel to remote locations within the Harrisburg area and as needed, to other sites outside the region. Travel may include occasional overnight stays for projects, training, or issue resolution. Perform additional related tasks as assigned to support technical operations and team objectives. |
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. Upon the receipt of ServiceNow incidents or change requests, Generalists make decisions to resolve most desktop and network problems. The determination can be made if more in depth desktop and network problems require lead worker or supervisor assistance. The supervisor raises issues requiring additional input from other areas to the appropriate party or parties and provides notice of such issues to the managers. |
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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. Class C Driver's License 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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