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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50287100 |
Description Activated On: 8/20/2025 8:54:17 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. The general area of responsibility of the position is to work as a technical specialist for the Point-of-Service (POS) system. The duties include support, maintenance, and enhancements to the POS system. The position also supports integration of the PLCB (Pennsylvania Liquor Control Board) ERP (Enterprise Resource Planning) system with the POS system. This position shares a division of statewide responsibility for the Pennsylvania Liquor Control Board's Point of Service (POS) System, which includes both hardware and software for each of over 600 Fine Wine and Good Spirits stores, 10 training academies, several testing sites and management systems. |
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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. Performs all aspects of POS (Point of Service) system and peripheral support to include installation, maintenance and upgrades for all POS software and hardware. Ensures all devices and systems are configured in accordance with applicable Liquor Control Board and Commonwealth standards and policies. Oversees and coordinates the installation of POS equipment and systems in all sites, stores and temporary locations such as festival stores. Ensures that the equipment and systems are installed correctly by working with several support personnel with ranging degrees of technical knowledge. Works with various teams and contractors to accomplish this activity. Provides a variety of technical support, consultation, and systems enhancement activities for users in various areas of the Liquor Control Board. Acts as an expert on the subject of POS. Responds as advanced support to escalated problems from Service Now tickets and incoming calls. Problems come from a variety of users and support staff. Opens and resolves service requests with vendors as well as with the internal help desk system. Identifies problems with, troubleshoots, and repairs hardware. The equipment supported changes periodically as business requirements change. Currently, the hardware standard is Toshiba registers, Zebra register scanners, Ingenico PIN pads, HP ProLiant Servers, and Zebra/Motorola series inventory scanners. Serves as a subject matter expert and technical lead for payment devices (PIN pads; currently Ingenico iSC250). Manages the inventory of payment devices and related equipment. Processes repairs with the vendor as needed. Preforms advanced troubleshooting on the devices and related equipment. Develops scripts and applications for administration of the payment devices. Oversees and tracks movements of all payment related equipment. Oversees, tracks and ships equipment across the agency using a variety of support personnel as well as regular sources such as UPS and Fedex. Serves as a system administrator and provides technical support for several systems, which includes Oracle Back Office Application, Oracle Central Office Application, Oracle Retail POS, Suse Linux, Avalanche, Velocity, Microsoft intune and Postman. Uses technical skills to diagnose and troubleshoot problems with the systems. Contacts vendors when needed for resolution of problems and acts as a liaison between the vendor and agency. These systems are subject to change periodically as business requirements are added or modified. Integrates new equipment and software into the current system. As new systems are acquired, they are to be learned and implemented. This position must quickly adapt to new technologies. Retires old equipment and software when it is no longer of use. Provides technical support for the payment card related systems. Uses technical skills to diagnose and troubleshoot problems with the systems. Monitors POS network topology and availability, receives and processes alerts from the system and provides management staff with information for resolution. Monitors performance and access control for the administration of the POS system. Monitors performance of the payment card system. Cooperates and works with a large variety of staff. Internal groups include Store Operations, Database Support, Server Support, Network Support, RESA, EBS Support, Help Desk, and SIM Support. Contractors and vendors are used to supplement programming, development and support needs of the POS Division. Coordinates with various teams, contractors and vendors during higher tier problem resolution to provide the highest level of support possible and the best solutions. Monitors for and repairs missing transactions or financial discrepancies that occur within the POS environment. These events are investigated for future fixes within multiple systems. Tests various applications that work in conjunction with the POS system as well as the POS system. Uses management systems to log defects. Investigates defects for future fixes and patches. Designs, writes and modifies scripts in BASH (Bourne Again Shell) or other scripting languages such as Powershell for numerous functions across the system. Scripts are used for gathering information for various parties, system monitoring, patch/fix delivery, software and hardware diagnostics. Updates and queries databases related to the POS system using SQL (Structured Query Language). Actions include information gathering, troubleshooting and updates performed to correct errors. Writes technical documents for users and support staff with varying degrees of technical skill. These documents are procedural in nature and encompass fixes and work-arounds to common problems. Interprets computer programs as needed. Programming assignments are typically handled by Application Developers, but for support purposes a working understanding of programming languages aids in defect analysis. Works with and administers systems in diverse locations and environments that include on-premise, virtual machines and Cloud architecture. Maintains over 600 POS systems in multiple environments and locations. Environments are Production, Training, UAT (User Acceptance Testing), Integration, and Development. Administers and supports mobile devices and the applications hosted. Currently, Zebra/Motorola 9000 series are the devices used. These devices are subject to change periodically as business requirements are added or modified. Tracks and documents IT equipment at locations across the commonwealth. Inventory of the equipment is taken via multiple monitoring systems and from responsible parties. Audits of the equipment are conducted periodically by third parties. Provides on-call support for critical issues during off hours on a rotating basis. This includes weekends and some holidays. Submit weekly status reports and if required daily status report to supervisor. Learn xStore POS system and help with any scripting or instructions for installation of xStore. 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. In response to normal incident tickets, troubleshooting is to be conducted independently by the incumbent. If the problem reaches into other areas, it is the incumbent’s duty to inform the other group(s) of this and to work with them for a solution. On occasion a problem will require a change in the program(s). The incumbent must be able to document this and, in some cases present the findings to the CAB (Change Activity Board). The decision of to proceed or not is controlled by that group. Special assignments or projects are assigned in a variety of ways. Work is reviewed through frequent meetings and discussions with the supervisor regarding progress, problems, solutions, etc. Completed work is reviewed when necessary. |
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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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