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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00212678 |
Description Activated On: 3/10/2026 3:58:55 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. The individual in this position is a member of the Conservation and Environment Delivery Center (CEDC) Operational Support Tier 2 (OPS Tier 2) team and reports to the Central Regional Manager. Established standards, procedures, policy, and quality of work govern the performance of duties for this position. This position is responsible for providing Tier 2 Operational Support for workstation and end user technical support to CEDC staff members. This position is an escalation point for resolving issues involving CEDC member software and hardware resources. The incumbent will perform the following; documenting problems, diagnosis, troubleshooting, imaging, configuration and installation of PCS, laptops, agency printers, scanners, software application assistance, etc. This person will perform as a Tier 2 Support team member requiring knowledge and adherence to CEDC member defined support processes, standards and requirements. This person will also be expected to provide direction to team members and participate in knowledge transfer and documentation when required. Operational support duties for approx. 5000 devices and individuals in 5 agencies is required. As a CEDC Operational Support team member, operational support duties concerning over 200 physical locations in Environmental Protection (DEP), Agriculture (AG), Conservation and Natural Resources (DCNR), Environmental Hearing Board (EHB) and Milk Marketing Board (MMB) will be required. |
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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. Maintain knowledge of various hardware and software products used by CEDC member agencies to ensure prompt resolutions are achieved at the OPS Tier 2 level. Identification of issues and proper escalation paths for resolution outside of the BIT Service Desk is required. OPS Tier 2 technical support may involve product user guidance, software and hardware installations, desktop data migration, desktop moves, and printer troubleshooting for repair. Provides Tier 2 Operational end-user on-site solution support for CEDC enterprise software. This will include but not limited to CEDC standardized configurations of MS Office products, Teams and One Drive. Participates in validation and management of CEDC configurations for these products and additional products not named. Researches, analyzes, reports, and makes recommendations on the capabilities and limitations of software and configurations within CEDC business units. Provides administrative and on-site support for standard CEDC hardware including all workstations, laptops, printers, multi-function devices, modems, and network interface devices. A thorough knowledge of standard CEDC hardware configurations is required. Utilize remote and web tools to trouble shoot and resolve issues. These tools include SCCM Remote Tools, PRTG, remote desktop, remote registry modification, remote management using Active Directory, remote command line interface and Powershell Scripting. Respond to support and product use inquiries in a courteous and efficient manner with the goal of minimizing user downtime. Assist on-site as necessary. Responsible for troubleshooting and satisfactory resolution of reported issues. Provide support for Employee Self Service, SRM, SAP and BEx use, including established and new software and configurations. Administers application upgrades for specific use cases and maintains installation packages and valid versioning. Manage and administer computer accounts, groups, mailboxes, resource accounts, and distribution lists via the CUPSS application. Follow standardized naming conventions and processes for security management. Initiate and own Service Now Incidents to resolution within the Service Now Ticketing system. Incidents may be reported via walk-ins, e-mail, web submissions, or telephone calls. At the direction of CEDC CISO, participates in the investigation, analysis, and resolution of end-user security and resource access control problems. Use of scripting methods for PC administration, user/group administration and report generation including VB Script, Command line scripting, SQL queries and PowerShell. Assesses and recommends the most appropriate training option, such as in-house, out-service, and on-line, to address specific training needs. The employee will participate in efforts to train end users on new and revised software and hardware. Develops original training materials, manuals, bulletins, on-line help, video, and other user aids. Assist in the testing, pilot and production installation of all new or revised standard computer hardware, software and CEDC developed applications to ensure all PC systems and the installation procedures developed are adequate, properly implemented, properly operated and provide for the effective processing and maintenance of detailed information. All hardware and software must be configured to CEDC standards. Prepares test plans and cases for testing new or revised computer applications and as required executes the testing process to verify accuracy and reliability of applications. Evaluates the impact of new desktop standards, assess enterprise preparation needs and uses that information in developing specifications for hardware standards. Defines the process to deliver new standard desktop, laptop and related hardware configurations to the department. Responsible for the management of Active Directory user and computer accounts, groups, mailboxes, resource accounts, and distribution lists maintained by CWOPA. Reset passwords when necessary, verifying user identity. Attend training courses, seminars, workshops and related, as necessary, to acquire the knowledge and technical skills necessary to carry out the duties associated with this position. Participates in the notification of appropriate users when there are planned or unplanned network issues or server downtime. Support and interface with the CEDC Network Administration and CEDC Server Administration staff responsible for the CEDC network, firewall, DNS, remote access, Outlook/Exchange and web access, CEDC enterprise servers and related services. Interface with Office of Administration (OA) entities as escalation points for enterprise related/managed incidents and requests. Coordinates restoration of user data from cloud storage and on-premise server locations in the event of data loss. Maintains and applies security group permissions to CEDC resources including file shares, resource accounts and other AD objects. Conduct formal classroom and informal technical training for users. With limited direction, plays a primary role in completing special projects for CEDC IT entities involving new technology on the Windows platforms. Recommend department and bureau security policy, procedures, and guidelines for the protection of computer assets, confidentiality, and integrity of information. Monitor the system after implementation to recommend upgrading modifications to further the best use of equipment resources. Assist in defining Service Now usage for Incident, Problem, Access and Request Management. Recommendations for escalations and use. Report generation and Assignment Group Memberships. Development and deployment processes of agency standard Desktop, Laptop and Tablet PC images for Agency resources. Technologies used would include SCCM OSD, DISM, USMT, MDT, WADK, Microsoft Deployment Toolkit, etc. Management of policies, tasks and reports in use by the 1E Night Watchman suite of management tools. This would include wakeup, shutdown and maintenance window configurations and compliance. Assist Asset Manager in PO receipt verification and notifications, interacting with vendor and requestor for verification and completion of shipments. Assists in maintaining CEDC asset inventory in Service Now. Escalation of hardware issues to proper vendor as contracted. Evaluates and instructs IT Tech positions on proper troubleshooting and incident resolution techniques. Travel as required, including overnight stays. 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. Work is assigned on an as-needed basis by direct supervisor and through the ServiceNow Support system. Is able to work independently. Decision making is required to ensure the best customer service possible provided the resources available. Prioritization of projects and tasks is required. Direct contact with customers requires proper decision making in accordance with CEDC polices. Work is reviewed for conformity to operating procedures, overall information technology systems performance and quality and effectiveness of information technology services provided. |
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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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