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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00086583 |
Description Activated On: 3/2/2026 10:51:38 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. EX ETSO, EBR WOTS delivers Local Area Network (LAN) and Desktop Support Services to the EBR Delivery Center Central Office and more than 150 remote site locations through a team of Information Technology (IT) professionals operating under the Bureau of Infrastructure and Operations, EBR-WOTS Division of the Office of Information Technology (OIT). This position is responsible for providing technical desktop support, troubleshooting desktop hardware and software issues, maintaining network connectivity and local printing devices, and delivering problem management services remotely whenever possible. The role includes establishing and maintaining desktop connectivity, ensuring network performance and reliability within an assigned geographic area, researching and recommending new technologies to enhance performance, reliability, and customization based on customer needs, and assisting with technical support for the EBR-TSO WOTS Executive Staff. |
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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. Solves difficult and complicated network, desktop and server software and hardware problems. Serves as an expert resource on desktop connectivity, and on the installation and configuration of newly acquired or upgraded hardware and/or software within assigned area and assists in resolving complex desktop connectivity and performance problems that affect the department network. Identifies and manages issues/risks affecting projects in a proactive manner. Provides expertise in the installation and configuring of newly acquired or upgraded hardware and software. Installs and configures peripherals, NIC adapters and cables. Oversees and assists in hardware and software diagnostics to troubleshoot computer malfunctions, performs repairs and adjustments when needed. Analyze, diagnose, troubleshoot, and document system hardware, applications, and network problems/issues. Duties include assisting and working with the appropriate OIT, Bureau of Infrastructure and Operations Divisions IT staff. Responsible for providing Desktop Support Services after the Change Management Team has installed and configured hardware and/or software upon acquisition or upgrade of new equipment or software. Uses client server technology to install desktop software based on SMS and scripting technologies. Remotely connects to user desktop to perform troubleshooting procedures. Consults with OIT technical staff and/or vendors to identify options, devices, costs and availability, and detailed equipment requirements based on needs expressed by users and management. In accordance with Department policy, may prepare appropriate paperwork to purchase or lease desired desktop hardware or software. This may include providing necessary justification and benefits of acquiring said hardware. Primary point of contact for technology related issues for Department of Labor and Industry Executive Staff and Office of Chief Council. Troubleshoots problems or issues with software installations, including custom applications such as VISIO, AutoCAD, or ODBC drivers. Test connections and functionality of equipment and applications and make any necessary adjustments to correct issues. Receives help calls and provides direct support and assistance to end-users. Duties consist of customer service skills, communication skills, ability to think logically, comprehend difficult problems, and provide training to users as required on use of desktop hardware/software systems Responsible for researching computer hardware and software available on the market and covered by EBR desktop standards, and recommends selection based on usage and projected needs in line with the business initiatives and budget constraints. Responsible for running hardware and software diagnostics to troubleshoot computer malfunctions and perform minor repairs and adjustments, when required by vendor or manufacturer. Refers mechanical problems, which cannot be resolved “in-house” to appropriate vendor or warrantor for third party resolution. Assists in the planning and preparation of bureau budgets regarding IT hardware, software, application development or training. Researches and provides costs of new equipment, software or services. Provides total cost of ownership calculations to assist bureau management in planning and choosing between purchase and lease options. Provides technical assistance for preparing statements of work (SOW) for bureaus that require IT services such as training or application development. This may include contacting vendors on the Invitation to Qualify (ITQ) list. Maintains broad and advanced technical knowledge of desktop hardware/software, data cabling, networking standards, capabilities and trends. Remains current with technology to make recommendations to Department managers on the technological direction of the network infrastructure. Responsible for assuring employee data is permanently removed from the hard drive when computers are surplused or when an employee leaves EBR affiliated department employment. Follows OA/CTC rules and policies for cleansing/wiping hard drives. Serves as a backup for other field Network Specialist 1’s in problem management hardware/software Support in the Capital South, Eastern, and Western regions of WOTS support group. Implements Level 2 desktop and network support, including both remote and hands-on resolution of problems referred from the EBR Service Desk or via Service Now change request. Acts as backup to Change Management NS1s. Articulates technical design and justifications and reasons for it, both orally and in writing, to program area managers, contractors, and network managers. Travel as required, including overnight stays. Performs other related work as assigned. |
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 in this position is required to comply with the Office of Information Technology (OIT) Data Confidentiality Policy, which is distributed electronically through the Department of Labor and Industry (DLI) OIT eAgreement application and must be acknowledged upon initial network sign-on at the start of employment and re-acknowledged as requested thereafter. The incumbent will independently resolves most desktop and some network issues, while more complex desktop and network problems are escalated to a lead worker or supervisor for determination; the supervisor further elevates issues requiring additional input to the appropriate parties and ensures managers are notified accordingly. |
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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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