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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00100609 |
Description Activated On: 4/8/2026 9:27:55 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 part of a unit that provides on-site and remote information technology (IT) support to both the Health and Human Services Delivery Center and General Government Delivery Center. Work may either be physically or logically located within the 140+ locations across the Commonwealth. |
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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. 60% Audio Video Communications Management - Member of a team that operates all digital collaboration conferencing sites. - Supports the design of all digital collaboration conferencing sites. - Supports the delivery of all digital collaboration conferencing sites. - Supports the operation and maintenance of all service components. - Supports technical resources associated with the service. - Receives work assignments from unit lead and management. - Provides input regarding the long and short-term service goals and strategies. - Provides input regarding future requirements and enhancements to ensure successful service evolution. - Works closely with service lead and management to ensure the service is delivered successfully. - Ensures all service-related schedules and calendars are properly synced to the service delivery. - Helps to manage technology documentation, guides, and training courses that are utilized by technical and business staff in the Departments. - Provides classroom type training for delivery center staff on how to effectively utilize the service. - Collects and provides required artifacts such as edited recordings, attendance lists, and chat transcripts. - Troubleshoots and resolves service issues. - Maintains effective working relationships with managers and coworkers. - Provides input and helps facilitate the continual improvement of the service. - Reviews technical manuals and other literature. - Attend workshops, seminars, and training classes to enhance knowledge in all aspects of the service. - Maintain business communication devices throughout the entire service lifecycle. This includes selection, procurement, deployment, configuration, operational support, upgrades, replacement, and surplus. - Ensures the effectiveness and operability of information technology and communications systems. - Assists in the analysis of complex and / or new categories of hardware issues that impact the effectiveness of business communication systems. - Assists in the analysis of complex and / or new categories of software issues that impact the effectiveness of business communication systems. - Assists in the analysis of complex and / or new categories of network issues that impact the effectiveness of business communication systems. - Assists in the analysis of complex and / or new categories of telecommunication issues that impact the effectiveness of business communication systems. - Assists in the coordination of efforts of all IT service groups and help desks to identify, communicate, troubleshoot, and resolve high / critical issues that impact business communication systems. - Encourages feedback for staff and program areas to contribute to knowledge articles. 20% Technical Support (Request Fulfillment) - Assess and fulfill requests reported to the Service Management SACM (Service Asset and Configuration Management) group. - Utilize the IT Service Management tool (ServiceNow) to take ownership of SACM support tickets. - Utilize established process documentation to perform assessment, troubleshooting, and fulfillment techniques. - Follow up with impacted users to ensure issues and requests have been addressed. 20% Technical Support (Incident Management) - - Troubleshoot and resolve IT issues reported to the Service Management Desktop Support Tier 2 group. - Utilize the IT Service Management tool (ServiceNow) to take ownership of Tier 2 desktop support tickets. - Utilize established knowledge articles to perform troubleshooting steps and techniques. - Troubleshoot / resolve or escalate tickets per knowledge article instructions and acquired knowledge. - Follow up with impacted users to ensure issues and requests have been addressed. Perform other duties as needed. |
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. This position requires the ability to act independently, work in team environments, acquire and maintain proficiency and competency levels in a variety of IT platforms and technologies in relation to assigned duties. Receives assignments from the service lead and management. Expected to exercise independent judgement and initiative in the performance of duties. |
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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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