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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00093495 |
Description Activated On: 10/3/2024 10:10:44 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. Position Purpose: This position is part of a unit that is the service owner for providing on-site information technology (IT) support to Health and Human Services (HHS) program offices that include 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 incumbent in this position serves as first point of contact providing support services in a LAN/WAN environment for the Bureau of Community Health Systems, various State Health Centers, as well as program offices within the district; Office of Quality Assurance and WIC Clinics. The incumbent has high visibility and exposure throughout the departments served. Travels to remote offices, when required, to perform job duties. The position also serves as the first point of contact for LAN and WAN maintenance, support, and repair. Educates and assists the user community in the proper use and maintenance of PC hardware and application software, to include computer communication and networking know-how. Incumbent performs a full range of information technology user support services in a network environment. Responsible for analyzing and resolving inter-connectivity and other problems that occur in a network. This position is located at 2525 7th Street in Harrisburg, PA. This position is responsible for providing IT operational support for all Women, Infant, and Children (WIC) clinics on behalf of the IT Service Management division of the HHS IT Delivery Center. This position also provides first contact technical support to users in DOH and DDAP for desktop hardware, software and network communication related issues. The incumbent has a high degree of interpersonal contact with users. Provides technical assistance via phone calls to the Service Desk and/or email notifications from internal and external customers. Documents call information, follows standard procedures and assist with diagnosis and troubleshooting hardware and software problems. Resolves at first contact or refers to 2nd level technical staff when needed. Verify equipment for contracted warranty service, assign to appropriate maintenance contract. Contacts hardware maintenance vendor for services, following up with program offices to ensure that the work is completed appropriately. Provides a wide variety of IT technical trouble shooting techniques and procedures regarding computers and computer applications problems. Monitors problems to insure timely resolution, updates problem reports with all pertinent data, and closes problems as resolved. Communicates closely with Application, Operations and Network staff to obtain resolutions regarding application, hardware, software and data communication problems. |
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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. Responsibilities include: The incumbent has high visibility and exposure throughout the departments served. The position also serves as the high-level point of contact for LAN and WAN maintenance, support, and repair. Diagnoses and solves user problems related to computer applications programming, debugging, data access, printer/PC operations, hardware problems, network communication problems, and other computer related matters. Work is performed independently using initiative and judgment to resolve user problems. Utilizes various diagnostic tools to troubleshoot and resolve hardware and software problems. Includes reviewing technical documentation, attending training, independent research and resolution regarding network related problems. Setup and configuration of personal computers, including internal and external devices and software, at both local and remote sites. Diagnose and resolve software, hardware, operating system, and network interconnectivity problems. Setup and configuration of locally attached and network printers. Diagnose and resolve network connectivity, hardware and software related printing problems. Utilizes ServiceNow Application to document problem resolution. Resolve incidents assigned in ServiceNow meeting established SLA’s. Utilizes Microsoft Deployment Toolkit (MDT) to image PCs and/or installs operating system and software upgrades. Ensures desktop computers are updated with department standard software updates. Ensures personal computers are updated with the latest security patches and anti-virus definitions after re-imaging the systems. Runs anti-virus on-demand scans on infected systems to remove virus intrusions and ensures systems are clear of viruses and/or malware utilizing software removal tools. Provides advanced PC and network troubleshooting and problem resolution for staff. Assists and trains staff in the use and maintenance of hardware and software, including network and communication hardware and office software using established procedures. Installs and configures BitLocker data encryption software on department systems. Works with encryption administrator to resolve issues related to encryption. Update desktop hardware, software and printer inventory as equipment is moved or replaced. Prepares IT related hardware for surplus. Follows standard surplus procedures. Functions as lead worker for vendor/contracted staff during department-wide pc deployments. Assist contractor or vendor staff with specialized services that may be contracted. Analyzes equipment failures to determine if repairs are necessary. Contacts repair vendor when necessary for replacement parts and service. Educates and assists the user community in the proper use and maintenance of PC hardware and application software, to include computer communication and networking know-how. Assists higher level network and server team support personnel with installation and support of network devices such as a network switch and server hardware configurations. Installs, tests and maintains network cables. Assists with the setup of videoconferencing systems and operational support. Utilizes Active Directory to monitor user accounts. Applies permissions to shared network folders. Conducts onsite and offsite training to end-users in data processing skills. Participates in preparation of procedures manuals. Communicates closely with Operations and Network staff to resolve data communication problems. Instructs users in the use and functionality of network hardware and software. Carries out essential job functions or assigned emergency duties which may involve assignments within the DOH Command Center, deployment to a field location to participate in public health activities or other duties as required during periods of emergency. If received, emergency assignments may be performed under adverse conditions and continue for periods ranging from a few hours to several weeks. This position is considered an Essential Employee position. Work is performed in an independent environment. Technical direction, policy, standards and procedures will be provided remotely by the Delivery Center. Perform other related duties as directed. |
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. Assignments are received in the form of general guidelines from the Service Desk Team Supervisor. Work is reviewed periodically for adherence to established standards and procedures. |
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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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