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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00076201 |
Description Activated On: 10/16/2026 12:07:36 PM |
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 assigned to the Field Support Unit within the Office of Administration (OA), Health and Human Services IT Delivery Center (HHSDC), Division of Service Management, Desktop Support Section, and is responsible for providing on-site information technology (IT) support to Health and Human Services (HHS) program offices, including the Department of Health (DOH), Department of Drug and Alcohol Programs (DDAP), Department of Human Services (DHS), Department of Aging (PDA), and Pennsylvania Health Insurance Exchange Authority (PHIEA). The Field Support Unit serves as the service owner for on-site IT support, ensuring the effective operation, maintenance, and support of agency technology infrastructure, devices, systems, and applications. Responsibilities include the installation, configuration, troubleshooting, maintenance, and documentation of desktop computers, mobile devices, operating systems, enterprise and third-party applications, network connectivity, remote access solutions, printers, servers, peripheral equipment, and telecommunications systems, including IP phones, voicemail, and related infrastructure. The incumbent also performs device and application testing, system configuration, technical evaluations, and end-user support in accordance with Information Technology Infrastructure Library (ITIL) Service Transition processes. Incident management, problem resolution, and service requests are coordinated and documented through established ITIL Service Operations tools and procedures. The position supports continual service improvement through performance monitoring, service metrics, customer feedback, technology evaluations, and identification of opportunities to enhance service delivery and operational efficiency. Physically located at Torrance State Hospital, the incumbent provides dedicated on-site IT support to the facility while also supporting additional HHS program offices throughout the surrounding region. |
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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. Provide information technology (IT) support to all Department of Human Services (DHS), Department of Health (DOH) staff, management, vendors, and business partners. Troubleshoot and resolve all IT issues reported via Incident and Problem Management reporting process, escalation from the Tier 1 group, direct communication, observation, and testing results. Install, configure, support, and provide user training for all IT devices provided to DHS, DOH staff and management. Troubleshoot and resolve all device operating systems, applications, incidents and problems. Analyze IT incidents and make determinations if trends suggest larger scale IT problems. Functions as the facility IT Coordinator, Systems Administrator, Telecommunications Officer and LAN Administrator coordinating the administration, management, and analysis of the facility IT environment. Install configure and support network equipment, cabling, connectivity incidents, and problems, both from within and outside of the Commonwealth network and local facility networks. Setup, configure, maintain, and provision user level account IT security, groups, roles and privileges as defined by management. Install, configure, support, and provide user training for telephones, cabling, video conference systems, voicemail and PBX systems. Install configure and support network servers, disk arrays, operating system and other related peripherals. Configure devices and software to ensure connectivity and compliance to Commonwealth network and standards. Configure and support all mobile computing devices including laptop computers, tablet devices, smart phones, and cellular data receivers. Troubleshoot and resolve configuration and connectivity incidents regarding Enterprise Applications and Third Party Software. Troubleshoot and resolve all Intranet and Internet configuration and connectivity incidents. Install, configure, support, and provide user training regarding printing and scanning devices. Input, track, and report all IT incidents to an ITIL certified Incident and Problem reporting tool. Conduct testing of devices, operating systems, and applications that are being considered for implementation. Create support documents for all new, and existing, services, processes, devices, and applications. Provide user training for services, devices, operating systems, and applications. Suggest and implement service and process changes based on feedback acquired via metrics, surveys, observations, and staff. Ensure that the Enterprise System Center Configuration Management client application is properly installed and configured on all applicable devices. Ensure that appropriate antivirus application is properly installed and configured on all applicable devices. Ensure that the Mobile Device Management client is properly installed and configured on all managed mobile devices. Ensure work adherence to all relevant Commonwealth and Agency policies and standards. Work is performed independently and in adherence with signed Commonwealth of Pennsylvania and agency user agreements. Recommend security policies, procedures and guidelines for protection, confidentiality and integrity of data stored on devices. Conducts audits on device security measures and troubleshoots security-related problems. Identify IT equipment and infrastructure that may require repair, reconfiguration, replacement, or retirement. Assist in the installation, configuration and support of program office specific network equipment such as security cameras, access controls and energy management controls. Assist in monitoring contractor performance in providing services and equipment in accordance with specifications. Review technical manuals and other literature. Attend workshops, seminars and training classes in order to enhance knowledge in all aspects of services provided. Provide management with information necessary to prepare annual budget requests Provide technical support in reviewing purchase requests and proposals for compliance and adherence to Department and Commonwealth standards. Verify that IT purchase requests and proposals include all components necessary to meet the stated purpose of the acquisition. Travel as required, including overnight stays. Perform other duties as assigned. In addition, the incumbent provides onsite Tier 2 support for the Department of Health and Human Services, on hardware and software technical issues concerning personal computers and Local Area Network (LAN) related equipment. Provides technical instructions to users and Help Desk on the functionality of network hardware and software. Participates in Team Calls and Team-Lead Calls. Provides technical assistance to users migrating data or equipment from standalone or legacy systems, as well as new or enterprise-wide servers. Assists in the creation and maintenance of PC “load images” for the various PC platforms within the Department. Attends training courses and seminars, as necessary, to acquire the knowledge and technical skills required to carry out the duties of this position. Provides technical support and assistance for the setup and delivery of Laptop and smart phone devices. |
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. The incumbent performs routine operational support duties with considerable independence under the general direction of the Unit Supervisor, with guidance and assistance provided by Unit Leads as needed. Non-routine assignments, complex technical issues, or unresolved operational concerns are escalated to the Unit Lead or Unit Supervisor for further review and direction. Exceptions to established policies, procedures, processes, or project requirements must be reviewed and approved by the Unit Lead or, in their absence, escalated to the Unit Supervisor or Section Supervisor. Widespread service disruptions, major operational incidents, or other significant issues must be promptly identified and escalated to the Unit Supervisor and/or Unit Chief. Corrective actions and proposed resolutions to major operational issues must be reviewed and approved by the Unit Chief prior to implementation. In the Unit Chief's absence, the Unit Lead may act on their behalf within delegated authority and escalate matters to the Section Chief and/or Division Director when necessary. |
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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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