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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00111885 |
Description Activated On: 4/28/2026 12:02:30 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 serves as the Director of the Technical Support Division and in that role, has managerial and technical responsibility for the planning, design, implementation, and operation of SERS information technology infrastructure and delivery of client services, including responsibility for the local area network (LAN), wide area network (WAN), desktop computing, agency data centers, server and storage systems, electronic messaging, telephone systems, telecommunications, and agency helpdesk. |
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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. Directs, plans, implements, and supports the administration of the agency's LAN environment as follows: controlling network security by machine id and userid, creating default user profiles; establishing schedules for backups and plans and procedures for recovery of data; performing analysis of system resources; ensuring maintenance of software existing on the LAN; conducting testing of new applications prior to general release on the LAN; installing new applications on the LAN or on desktop PCs; installing new equipment to operate in the LAN environment including workstations and communication gateways; insuring all equipment is in proper working order, or arranging to have it repaired; performing administrative tasks such as installing new software or patches to existing software on LAN servers; adding and removing users and computers from the network domain. Directs and participates in the management and support of all aspects of the agency's data and telecommunications network environment. This includes but is not limited to maintaining connectivity and access to the Commonwealth enterprise networks (CoPANet, MAN, EDC, SERS WAN, etc.) and other agencies' resources available via the network, capacity planning and evaluation, troubleshooting problems, etc.; evaluation, recommendation, installation, and maintenance of communications software within the agency. Directs and participates in the management, administration, and support of the agency’s Microsoft Teams voice calling solution. This includes maintenance of users and lines, auto-attendant development, maintenance, monitoring, and call routing, monitoring call flow, and troubleshooting problems in the system. Directs and participates in the administration of agency virtualization platform, virtual hosts, and physical systems running both Windows and Linux operating systems to include all production, development, and disaster recovery systems deployed across three datacenters. These systems house the mission-critical retirement processes of the agency. Duties include controlling security by assigning user passwords and profiles, backup and recovery of data, and analysis of system resources. Activities include performing various administrative tasks on the systems such as installing new software or patches to existing software, modifying kernel parameters to ensure optimal performance of the system. Directs and participates in the administration of SERS accounts on the Commonwealth enterprise domain including adding, removing, and modifying user accounts; troubleshooting problems with e-mail systems; other enterprise applications, and access to file shares and applications on SERS servers. Directs and participates in maintaining agency firewalls (both central office and each of the field offices) to protect SERS network from intrusions. This includes normal maintenance, as well as blocking and allowing access to various ports as required for connectivity. Directs and participates in the maintenance, administration, and expansion of the agency’s storage systems and fiber-channel storage area networks (SANs) located in SERS central office and at the alternate disaster recovery site. This includes monitoring disk usage and assigning new storage as the need arises. Directs and participates in the establishment and management of a multi-layered, multi-site backup strategy to sufficiently protect SERS data assets from loss including industry-standard protections against ransomware, implementation of data replication, and development of data recovery plans and emergency retrieval scenarios. Ensures that all agency systems are protected by enterprise-compliant endpoint detection and response/antivirus software. Keep related signature, definition, and other datafiles up to date on all systems. Direct and participates in the full scope of client services delivery through a team of technical staff including the SERS Helpdesk. Duties include multi-tier Helpdesk services; end-user device provisioning and management; Microsoft Teams calling and cellular device maintenance; audio/visual system support and operation; and user support at all levels of the organization including agency staff, members, participants, and Board members/designees. Directs and oversees the use and administration of Microsoft System Center Configuration Manager for distribution of software and system monitoring. Duties include adding computers and users to be inventoried, setting up packages to be distributed, monitoring progress of jobs, pruning completed jobs, and troubleshooting problems with software distribution and inventory jobs. Directs the use and administration of ServiceNow IT Service Management system to track and monitor trouble calls within SERS. Duties include assigning analysts to respond to certain calls, configuring and maintaining data fields within the system, monitoring and maintaining the information knowledge base that accompanies the software, monitoring reports to ensure that calls are answered and resolved in a timely manner. Plans and directs the evaluation, recommendation, installation, and maintenance of the agency's PCs, scanners, and any other IT equipment purchased or leased by the Agency. Develops plan for configuration of the IT equipment to include installation of operating systems software, user software, print drivers, fonts, etc. Responsible for performing research into hardware and software products to determine their feasibility and applicability to the agency's information technology direction, prepares planning, evaluation, and recommendation documentation. Responsible for supporting the user community in hardware and software related issues to include training, problem resolution, technical assistance, etc. Plans and directs the assessment of the agency's technology infrastructure to determine when IT equipment should be replaced. Meet with bureau and division directors to learn of new initiatives that will require software purchases or hardware upgrades to perform new tasks. Participates in the IT budget process to ensure that there are sufficient funds to meet the agency's EDP needs. Manages lease, purchase, and maintenance contracts for hardware and software associated with the Technical Support function. Serves as a critical member on the SERS COOP team. Acts in a key role for system recovery when necessary. MANAGEMENT/SUPERVISION Performs the full range of supervisory responsibilities. Directs and manages a team of Information Technology Technicians, Generalists, and Administrators. Plans, organizes, and directs work by establishing goals and objectives, prioritizing projects and assigning, reviewing and evaluating staff’s work product. Holds regular meetings with staff to coordinate the various duties, discuss potential changes in processes, review analytical information and establish deadlines for priority projects. Monitor, evaluate, and provide feedback on performance. This includes conveying and referencing performance standards, coaching and counseling staff, conducting progress reviews, and completing employee performance reviews. Manages schedules, telework plans, leave balances and other HR issues for team. Creates and prepares Position Descriptions and Performance Standards for all direct reports. Annually updates position descriptions and performance standards to align with completion of the Employee Performance Review. Prepares interview questions and participate in interview panels. Attends seminars, conferences, vendor demonstrations and other training opportunities to continually acquire knowledge in all aspects of the Business area. Assesses training needs of team members and ensures required training is received. Provides mentoring and on the job training as necessary and appropriate. Encourages and assigns relevant training to subordinate staff from all available sources including Commonwealth University, StormWinds and LinkedIn Learning. Participates in the performance of subordinates' work consistent with operational or organizational requirements. Respond to critical production issues which arise outside of standard business hours. Serves as primary point of contact for business-related phone calls 24x7x365 to ensure timely response when emergency situations arise including arrangement of appropriate onsite staff coverage when necessary to address facility issues. This position, depending on operational needs, may be considered "essential" and required to perform work or report to work outside of standard business hours or during periods of office closings. Performs other related tasks as necessary and appropriate. |
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. Work is assigned both orally and in writing from the Chief Information Officer based on agency initiatives. Clear objectives and timeframes are provided. Different levels of direction are given depending on the complexity of the assignment. Employee is expected to take initiative and ask questions when needed. Work is reported through bi-weekly managers' meetings or bi-weekly work activity reports completed by the employee. Generally, an “in progress” review is performed by the supervisor to assure objectives will be met within the established timeframes. Additional guidance is provided as needed. Completed tasks are either reported directly to the supervisor by the employee, or the supervisor will verify the results. Recurring tasks are reviewed periodically to assure continuance, completeness, and accuracy. |
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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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