Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 00122514	Description Activated On: 7/9/2025 6:07:59 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.

1. This position provides internal customer support as a part of the Pennsylvania Liquor Control Board (PLCB) Service Desk team which services an organization that generates more than $2.5 billion in wine and liquor sales via more than six hundred (600) Fine Wine & Good Spirits retail store locations, two (2) warehouse distribution centers, regional offices, and home-based license investigators throughout the Commonwealth of Pennsylvania.
2. The PLCB Service Desk is the single point of contact for service and support requests dealing with hardware, software, and procedural Point of Sale (POS) issues as well as all IT-related issues. The PLCB Service Desk’s client population includes more than 2,000 PCs with all related software, over 1,200 POS systems with related inventory management web-based applications, network printers, and networking equipment.
3. The position incumbent works in a team structure within Information Technology Services (ITS) and coordinates closely with other ITS divisions and other agency departmental offices to ensure that work completed is performed in accordance with procedural requirements.
4. This is a 1st level technical support position which provides support based on established troubleshooting workflows and common problem resolutions.

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.

1. Maintains an available status in the Call Management Agent application (Genesys) when not expressly assigned to other duties by management to optimize the PLCB Service Desk’s overall daily Average Speed to Answer (ASA).
2. Logs all client interactions in ServiceNow Service Catalog so that reported tickets will be determined to be incidents or service requests; easily tracked and referenced from first contact through resolution.
3. Verifies client contact information at the creation of each new ServiceNow ticket to ensure the efficient maintenance of client contact records.
4. Fields calls from the public and stores concerning gift card activation, redemption, lost gift cards, and gift card balance inquiries.
5. Maintains detailed ServiceNow incident problem description, work log, and resolution notes to facilitate the application of Knowledge-Centered Support (KCS) best practice.
6. Interviews clients to collect information regarding the nature of the problem they are reporting.
7. Leads clients through a series of tests and diagnostic procedures to determine source of error.
8. Troubleshoots and resolves hardware, software, networking, and procedural issues with a variety of computer systems.
9. Troubleshoots and resolves Virtual Private Network (VPN) connectivity issues.
10. Troubleshoots and resolves networking problems and problems with networking equipment.
11. Troubleshoots and resolves printer, scanner, and fax problems.
12. Troubleshoots and resolves problems with the Oracle Point of Service (POS) system.
13. Troubleshoots and resolves problems with the POS servers and auxiliary terminals.
14. Troubleshoots and resolves problems with the POS register terminals, peripherals, bar code readers, register printers, keyboards, clerk displays, shopper displays, cash drawers, IPADs, android phones, and pin pads.
15. Troubleshoots and resolves problems with wireless inventory scanners and software.
16. Resolves Sales, System Administration, Financial, Item Maintenance, Inventory, and Supply Ordering problems for the Fine Wine and Good Spirits stores.
17. Resolves issues from the public and Fine Wine and Good Spirits stores concerning gift card activation and redemption, card balances, lost gift cards, and network outages.
18. Places hardware service calls with the appropriate service vendor.
19. Coordinates the replacement of failed hardware equipment with other PLCB employees and third-party hardware vendors.
20. Utilizes Active Directory (AD) to reset passwords and unlock accounts.
21. Employs various remote desktop utilities in troubleshooting client PCs and registers.
22. Tests networking cable connections.
23. Develops detailed working knowledge of POS applications, functions, operations, and procedures.
24. Escalates calls to the next highest support level as needed.
25. Collects and analyzes diagnostic information from error logs.
26. Utilizes the Product Lookup or eCommerce website to locate products for stores and customers.
27. Assists in training of store personnel on Sales, System Administration, Financial, Item Maintenance, Inventory, Supply Ordering, and general store procedures.
28. Monitors BackOffice issues for the PLCB stores and assists in resolving issues.
29. Assists in the Provisioning process with BackOffice additions.
30. Writes Knowledge Articles (KAs) for the PLCB Help Desk Knowledge Base (KB).
31. Contact Third Party Maintenance vendor (Pomeroy) to report issues with contracted items, provide processing and payment information when service has been completed.
32. Performs other duties 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.

1. Determines how to troubleshoot and resolve problems based on established troubleshooting workflows and common problem resolutions.
2. Log incidents and consult higher levels of support (e.g., Team Lead, 2nd Level Help Desk Support) in cases where a reported incident does not fit any established symptoms profile or required system access exceeds that of a 1st Level Technical Support position.

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.   N/A

5.   N/A

6.   N/A

Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Analyzes business and computer problems
2.	Communicates effectively in English, both verbally and in writing
3.	Document business and computer systems
4.	Completes assignments with deadlines
5.	Lift and move computers and office equipment up to 30lbs; up to 60lbs with the aid of a co-worker
6.	Manage multiple projects simultaneously
7.	Work non-standard or rotating shifts
8.	Technical point-of-contact for Genesys issues
9.	Apply IT troubleshooting practices and methodology to determine the cause of user incidents
10.	Use a personal computer proficiently