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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00189857 |
Description Activated On: 6/5/2026 2:59:04 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. Provides Information Technology support for end users in the Infrastructure and Economic Development Delivery Center (IED DC) agencies in the Central Region. Ensure daily operations are not disrupted while assisting users in adapting and applying information technology to work applications. This position reports to the Office of Administration, Technology Services Office (TSO) Infrastructure and Economic Development (IED) Delivery Center, IT Coordinator Division providing support for PennDOT, DCED, and PEMA. |
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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. Position is headquartered at the PennDOT Fleet Management Division (FMD) office but may provide assistance to users or other IT teams within the Information Technology Coordinator Division (ITCD). Performs troubleshooting and resolves network issues, installation and servicing of hardware and software, and assists users in adapting and applying information technology to work applications. Provides a wide variety of Tier 2 support, systems enhancement activities, and implementation of new IT initiatives for approximately 100 users, 750 IT assets, at the Fleet Management Division BOMO Annex, and other various remote offices and users as required. Performs installs and services network equipment, hardware, software, and assists users in adapting and applying information technology to work applications. Significant attention to detail and daily multitasking with a high level of accuracy are required. Troubleshoots and resolves all IT issues reported via incident reporting process escalation from the Tier 1 group, direct communication, observations, and testing results. Analyzes and resolves incidents and makes determinations if trends suggest a larger scale IT problem and escalates to Tier 3 or reports to management if required. Performs all aspects of client workstation, mobile devices, and peripheral support to include installation, maintenance, and upgrades for all PC software and hardware. Ensures computing devices are configured in accordance with applicable Commonwealth standards and policies. Work encompasses setup, hardware, software, operating system troubleshooting of client workstations, malware and virus removal, hard drive encryption and imaging, installation of drivers, printers, scanners, digital cameras, smartphone and cellular devices and other miscellaneous IT hardware. Assists with proper installation of servers, routers, switches, uninterruptable power supplies, and network infrastructure to include premise wiring and patch panel and workstation and network cabling. Utilizes network administrative tools such as Hyena, System Center Configuration Manager, Intune, Software Center, Active Directory, Helix, and Remote Desktop to monitor, isolate, diagnose, and/or resolve client network issues. Documents and manages work assignments through the Helix Action Request System. This involves acting on incident tickets received from Tier 1 groups, assigned work, and escalating problems to other Enterprise IT support teams if appropriate. Submits required tickets using Helix to initiate such things as hardware service, and user account or security changes as required. Provides detailed description of requests and specifies exactly what action is required to address or resolve the problem. Receives tickets and addresses IT requests from users and provides detailed work information and resolutions. Provides support for telecommunication equipment and services, to include analog, cellular, VoIP sets, fax machines, audio and video conference equipment, and web conferencing. Coordinate installations, configurations, testing, troubleshooting, repair and/or replacement of IT hardware, software, and local applications. Manage all IT support functions for Fleet Management Division, EPTF, and the BOMO Annex and occasionally neighboring districts when needed. Administers and supports all technologies related to fleet diagnostics, material usage data, state of equipment, and the transmission of this data to secure databases for over 4,800 fleet vehicles across PennDOT. Serves as subject matter expert for all fleet diagnostics technologies and software. Software includes but not limited to Telematics, Volvo/Mack Premium Tech Tool, International ServiceMaXX and Diamond Logic Builder, Cummins INSITE, Caterpillar, Allison Transmission, Meritor WABCO, Bendix, Palmer Performance ScanXL, and JPro. Maintains knowledge of Vehicle Diagnostic Adapters (VDA) and various industry standards and protocols used to interface with various vehicle manufacturers such as RP1210 and J2534 Protocols, TMC RP1210 (A/B/C), SAE J2534-1, SAE J1979, and VEPS J2214 / J2461 standards, as well as the pinouts of various interface cable adapters used in fleet diagnostics and programming like the DLA+ adapter. Implements and supports the use of logic componentry on fleet equipment from numerous manufacturers which is critical to the operation and maintenance of fleet equipment and the service PennDOT provides to the traveling public. Responsible for the implementation and training, and ensuring diagnostics hardware and software is functioning for all maintenance garages to keep the fleet in the required state of readiness. Ensure repairs can be diagnosed timely to prevent extended downtime and/or having to outsource repairs to vendors. Primary IT support of the FMD and serves as the IT liaison for all vendors and manufacturers of fleet diagnostic software, used at 70 PennDOT sites. Works with software vendors to identify and resolve software conflicts and security related issues. Works closely with the KB IT Coordinator in support of the statewide fleet diagnostic laptop initiative to include coordinating statewide committee efforts, supporting devices used by the FMD Training Office. Assists with the coordination of IT project initiatives for this business area and assists the KB IT Coordinator with the selection and procurement of software and hardware needs for fleet diagnostics. Installs and test all software applications, troubleshooting requirements, and creation of custom images used on garage diagnostic laptops throughout PennDOT. Responsible to coordinate all aspects of software upgrades from the various IT suppliers/vendors that FM does business with including but not limited to; understanding the impact of the upgrade, configuring the upgrade to the PennDOT environment, testing the upgrade, coordinating any defects back to the vendor, repeat any coordination and break/fix testing, coordinate and deliver training to local IT support staff, coordinate implementation of the upgrade across the state and be the single point of contact for post-implementation support between the field staff and the suppliers/vendors. Participates in providing training with FMD to county, garage and other end-users on vendor software related to FMD. Be knowledgeable of, adhere to, and contributes to established service management processes and procedures. Be knowledgeable of, adhere to, and contributes to established knowledge management processes and procedures. Be knowledgeable of, adhere to, and contributes to established digital accessibility regulations and standards. Maintains a safe work area and promote an accident-free workplace for others by ensuring equipment and cables do not pose hazards. Performs related work as required. |
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. Self-direction and independent decision making are required to provide immediate, on-the-spot, direction to other members of the IT staff as well as users. Included in this decision making is the ability to know when to defer to others. User level issues can be resolved by the employee but decisions that relate to policy and impacts to the enterprise must be deferred. |
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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. Class C Driver's License 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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