Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 00296265	Description Activated On: 10/16/2024 10:17:25 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 part of a unit that is the service owner for providing on-site information technology (IT) support to Health and Human Services (HHS) program offices that include the Department of Health (DOH), Department of Drug and Alcohol Programs (DDAP), Department of Human Services (DHS), Department of Aging (PDA), and Pennsylvania Health Insurance Exchange Authority (PHIEA).

The incumbent in this position is assigned to the Field Support Unit within the Office of Administration (OA), Health and Human Services IT Delivery Center (HHSDC), Division of Service Management, and Desktop Support Section.

The scope of this service includes; desktop client devices, mobile tablet devices, operating systems, office productivity applications, enterprise applications, third party software email access, Internet and Intranet connectivity, network connections, remote VPN connections, smart phones, mobile apps, printing devices, network cabling, network equipment, servers and all peripheral devices. In addition, the position provides service for telephony systems such as desktop/IP phones, key systems, telephone cabling, telephone equipment, voicemail systems and private branch exchanges (PBX). Installation, setup, configuration, support, and documentation for each category of components is also required of this service.

Device and application testing, along with configuration, documentation, user support, and evaluation are conducted in accordance with ITIL Service Transition processes. Incident and problem reporting are managed via ITIL Service Operations based tools and processes. Continual service improvement is accomplished via metrics, surveys, product research, and program area feedback.

This position is physically located on the grounds on Warren State Hospital. The positions provides dedicated on-site support for Warren State Hospital, as well as numerous Department of Health and Human Services offices in the region.

The service location includes all geographical areas of the Commonwealth of Pennsylvania; therefore, travel and overtime are required as needed.

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. Provide information technology (IT) support to all Department of Human Services (DHS), Department of Health (DOH) staff, management, vendors, and business partners.
2. Troubleshoot and resolve all IT issues reported via Incident and Problem Management reporting process, escalation from the Tier 1 group, direct communication, observation, and testing results.
3. Install, configure, support, and provide user training for all IT devices provided to DHS, DOH staff and management.
4. Troubleshoot and resolve all device operating systems, applications, incidents and problems.
5. Analyze IT incidents and make determinations if trends suggest larger scale IT problems.
6. Functions\substitutes as the facility IT Coordinator, Systems Administrator, Telecommunications Officer and LAN Administrator coordinating the administration, management, and analysis of the facility IT environment.
7. Install configure and support network equipment, cabling, connectivity incidents, and problems, both from within and outside of the Commonwealth network and local facility networks.
8. Setup, configure, maintain, and provision user level account IT security, groups, roles and privileges as defined by management.
9. Install, configure, support, and provide user training for telephones, cabling, video conference systems, voicemail and PBX systems.
10. Install configure and support network servers, disk arrays, operating system and other related peripherals.
11. Configure devices and software to ensure connectivity and compliance to Commonwealth network and standards.
12. Configure and support all mobile computing devices including laptop computers, tablet devices, smart phones, and cellular data receivers.
13. Troubleshoot and resolve configuration and connectivity incidents regarding Enterprise Applications and Third Party Software.
14. Troubleshoot and resolve all Intranet and Internet configuration and connectivity incidents.
15. Install, configure, support, and provide user training regarding printing and scanning devices.
16. Input, track, and report all IT incidents to an ITIL certified Incident and Problem reporting tool.
17. Conduct testing of devices, operating systems, and applications that are being considered for implementation.
18. Create support documents for all new, and existing, services, processes, devices, and applications.
19. Provide user training for services, devices, operating systems, and applications.
20. Suggest and implement service and process changes based on feedback acquired via metrics, surveys, observations, and staff.
21. Ensure that the Enterprise System Center Configuration Management client application is properly installed and configured on all applicable devices.
22. Ensure that appropriate antivirus application is properly installed and configured on all applicable devices.
23. Ensure that the Mobile Device Management client is properly installed and configured on all managed mobile devices.
24. Ensure work adherence to all relevant Commonwealth and Agency policies and standards. Work is performed independently and in adherence with signed Commonwealth of Pennsylvania and agency user agreements.
25. Recommend security policies, procedures and guidelines for protection, confidentiality and integrity of data stored on devices. Conducts audits on device security measures and troubleshoots security-related problems.
26. Identify IT equipment and infrastructure that may require repair, reconfiguration, replacement, or retirement.
27. Assist in the installation, configuration and support of program office specific network equipment such as security cameras, access controls and energy management controls
28. Assist in monitoring contractor performance in providing services and equipment in accordance with specifications.
29. Review technical manuals and other literature. Attend workshops, seminars and training classes in order to enhance knowledge in all aspects of services provided.
30. Provide management with information necessary to prepare annual budget requests
31. Provide technical support in reviewing purchase requests and proposals for compliance and adherence to Department and Commonwealth standards.
32. Verify that IT purchase requests and proposals include all components necessary to meet the stated purpose of the acquisition.
33. Perform other duties as assigned.
34. DOH Helpdesk duties as assigned.

Description in no way states or implies that these are the only duties to be performed by the employee occupying these positions. Employees will be required to follow any other job related instructions and perform other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills, and/or abilities to perform this job successfully; the employee must possess the abilities or aptitudes to perform each duty proficiently. Employee must be able to relate to other people beyond giving and receiving instructions:
a. Can get along with other co-workers or peers without exhibiting behavioral extremes;
b. Perform work activities requiring negotiating, Instructing, supervising, persuading or speaking to others
c. Respond appropriately to criticism from a supervisor and team leads.

In addition, the incumbent provides onsite Tier 2 support for the Department of Health and Human Services, on hardware and software technical issues concerning personal computers and Local Area Network (LAN) related equipment. Provides technical instructions to users and Help Desk on the functionality of network hardware and software. Participates in Team Calls and Team-Lead Calls. Provides technical assistance to users migrating data or equipment from standalone or legacy systems, as well as new or enterprise-wide servers. Assists in the creation and maintenance of PC “load images” for the various PC platforms within the Department. Attends training courses and seminars, as necessary, to acquire the knowledge and technical skills required to carry out the duties of this position. Provides technical support and assistance for the setup and delivery of Laptop and smart phone devices.

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.

Incumbent performs routine support operations with considerable independence.

Work is performed under the general direction of a Unit Supervisor with assistance from Unit leads

Non-routine support or unresolved issues should be escalated to Unit Lead or Supervisor.
Unit lead should approve exceptions to established policies, procedures, processes or projects. If unavailable escalation to unit supervisor or section supervisor
Occurrences of wide-spread or major operational issues are to be identified and quickly escalated to the Supervisor\Unit Chief and resolutions to these issues are to be developed and approved by the Unit Chief prior to implementation. The Unit Lead will act on the Unit Chief’s behalf in cases when the Unit Chief is not available and escalate to the Section Chief and/or Division Director if appropriate

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.	Ability to communicate effectively both verbally and in writing
2.	Thorough understanding of IT Principles and Standards of Practice
3.	Work effectively independently or in a team setting
4.	Ability to analyze complex business & technical requirements
5.	Ability to identify, diagnose, troubleshoot and resolve complex IT and Telephony issues
6.	DOH Helpdesk duties as assigned
7.	Ability to read and interpret technical computer manuals, procedures, and specifications
8.	Ability to provide effective customer Service to end users
9.	Travel to remote office and facilities to provide IT support
10.	Lift boxes or equipment weighing up to 60 pounds