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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00214812 |
Description Activated On: 4/30/2025 9:59:08 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 an IT Services Section Support Analyst. Support analyst functions include 2nd level support for responding, resolving and troubleshooting hardware and software issues throughout the Public Safety Delivery Center, specialized in support of the Department of Corrections (DOC), the PA Board of Probation and Parole (PBPP), Community Corrections Centers (CCC), Correctional Industries (CI), the Sexual Offender Assessment Board (SOAB), the Office of Victim Advocate (OVA), Pennsylvania Commission on Crime and Delinquency (PCCD), and the Justice Network (JNET). To assist Bureau of Information Technology (BIT) staff, Facility IT staff and users in resolving equipment, software applications and telecommunications problems. This Support Analyst position requires limited supervision, strong communication, interpersonal and troubleshooting skills. |
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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. I. Function as an End User Support Technician for supported agencies. a. Work involves performing work in a centralized support capacity providing statewide technical assistance on desktop hardware and software and establishing and implementing supported agencies’ hardware and software installation standards. b. Provide, review and/or submit request forms as needed for users to obtain computer systems access (DOC mainframe computer, Internet, email, Network Id Cards, etc.). c. Administer the network. Add/change/delete network resources (data, application and print servers, etc.). d. Administer network security. Add/change/delete user accounts, passwords, and account lockouts. Perform machine security patch and virus software upgrades. e. Configure computer systems to meet Department of Corrections (DOC) and Office of Administration (OA) specifications. f. Maintain and/or instruct users on the data back-up procedures for servers, desktop and laptop computers. g. Performs backup tape processing for supporting agencies’ data/application/terminal services/VDI servers. h. Performs data restores from the data/application/file servers for the supporting agencies. i. Transfer user files/programs as necessary. II. Work with limited supervision to resolve equipment, software, applications and telecommunications issues. a. User support duties include responding to calls, emails, and walk-ins for assistance, documenting problems, and diagnosing, troubleshooting, and resolving hardware, software, and network problems. b. Record appropriate information regarding the caller, his/her work location, the nature of the issue, and all actions taken/information provided, etc., in the End User Support incident/problem resolution system. c. Refer to the End User Support incident/problem resolution database in an attempt to resolve the issue. d. Research, analyze, report and make recommendations on the capabilities and limitations of information technologies relative to the supporting agencies’ IT environment. e. Utilize established troubleshooting techniques and personal knowledge of other IT areas in an attempt to immediately resolve each issue at the IT Services level. f. Refer more complex problems to the End User Support Supervisors or other PSDC IT staff. g. Disseminate technical information to the caller and/or other staff as needed. h. Follow-up with the caller after the resolution of the issue to ensure satisfaction with the action taken/information provided. i. Use knowledge of the hardware and software used throughout the supported agencies to assist PSDC IT Staff, Facility IT Staff, and users in resolving equipment, software, and application and telecommunications issues. j. Communicate in a timely manner; disseminate knowledge obtained of new, current, and ongoing events to all other IT staff as needed. Document those items that may be used to resolve future issues. k. Review patterns of equipment, software, applications and telecommunications failures. Report findings and make recommendations to resolve the issue to the End User Support Supervisors/PSDC IT Management. l. Prepare written, technical, or narrative documents such as status and asset reports, which identify progress and/or deviations from objectives III. Install and maintain computer and network related equipment and software. a. Determine equipment, software and network requirements. b. Utilizes various types of tools and techniques to test, verify, troubleshoot, and resolve network problems. c. Examine installation area for appropriate equipment environment. d. Arrange for the installation of appropriate telecommunications cabinets and cabling systems. Monitor maintenance staff and vendor work to ensure it is completed following Department of Corrections’ network cabling standards. e. Install/upgrade network related equipment and software. f. Prepare desktop equipment (PCs, laptops, printers, etc.) for installation. g. Maintains the user environment by creating individual and group accounts and providing access to network resources such as shared files and network printers. h. Arrange for delivery and install completed systems. i. Run and terminate network cable to network components, i.e., servers, microcomputers, printers, and other peripherals. IV. Manage End User Support related projects as assigned by the End User Support Supervisors or the IT and Field Services Manager. a. Reviews assigned project plans and tracks status of projects. b. Resolves or escalates project related issues including project scope changes, timeframe concerns and project risks via established project reporting procedures. V. Keep abreast of the microcomputer and mainframe computer hardware, software, applications and telecommunications used throughout the supported agencies through continued on-the-job training. a. Work with software and applications on varying equipment platforms to become increasingly familiar with their operation. b. Reviews technical manuals and other literature, attends seminars, conferences, and training classes to maintain currency with new information services, products, and IT developments. VI. Work with other BIT staff to increase familiarity with their functions and how they support computer use throughout the supported agencies. VII. Develops procedural instructions and conducts formal classroom training and informal training for users or technical staff, including BIT and Field IT staff. VIII. This position serves as a member of the Department’s Continuity of Government Relocation Team. In the event that the essential functions of the Central Office must be temporarily relocated to a field location, due to an emergency, this position will participate on the Relocation Team and perform all duties as directed by the team leader. IX. Perform related work and special assignments as needed. Specific Duties |
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 in general instructions by the End User Support supervisor. Assistance is provided throughout assignments and during the workday as needed. Work is reviewed, for adequacy of results, effectiveness and the soundness of recommendations. |
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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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