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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50369320 |
Description Activated On: 2/27/2026 2:44:09 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. This position is part of a unit that serves as the service owner for delivering on-site information technology (IT) support to Health and Human Services (HHS) program offices, including the Department of Health (DOH), Department of Drug and Alcohol Programs (DDAP), Department of Human Services (DHS), Department of Aging (PDA), and the Pennsylvania Health Insurance Exchange Authority (PHIEA). The incumbent provides comprehensive IT support to a geographically distributed user base across these agencies throughout the Commonwealth of Pennsylvania. Responsibilities encompass installation, configuration, documentation, testing, and support of desktop and mobile devices, tablets, operating systems, office productivity and enterprise applications, third-party software, email, Internet and Intranet connectivity, VPN access, smartphones, mobile apps, printers, network cabling, and peripheral equipment. Device and application testing, configuration management, user support, and evaluation are performed in alignment with ITIL Service Transition processes, while incidents and problems are managed using ITIL Service Operations tools and procedures. Continuous Service Improvement efforts rely on performance metrics, surveys, product research, and program feedback. |
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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. Parovide information technology (IT) support to all Department of 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), management, vendors, and business partners. 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. Install, configure, support, and provide user training for all IT devices that are provided 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) and management. Troubleshoot and resolve all device operating system, and application, incidents, and problems. Analyze IT incidents and make determinations if trends suggest larger scale, IT problems. Configure devices and software to ensure connectivity and compliance to Commonwealth network and standards. Troubleshoot and resolve network connectivity incidents, and problems, both from within and outside of the Commonwealth network. Configure and support all mobile computing devices including laptop computers, tablet devices, smart phones, and cellular data receivers. Troubleshoot and resolve configuration and connectivity incidents regarding Enterprise Applications and Third-Party Software. Troubleshoot and resolve all Intranet and Internet configuration and connectivity incidents. Install, configure, support, and provide user training regarding printing and scanning devices. Input, track, and report all IT incidents to an ITIL certified Incident and Problem reporting tool. Conduct testing of devices, operating systems, and applications that are being considered for implementation. Create support documents for all new, and existing, services, processes, devices, and applications. Provide user training for services, devices, operating systems, and applications. Suggest and implement service and process changes based on feedback acquired via metrics, surveys, observations, and staff. Ensure that the Enterprise System Center Configuration Management client application is properly installed and configured on all applicable devices. Ensure that the appropriate antivirus application is properly installed and configured on all applicable devices. Ensure that the Mobile Device Management client is properly installed and configured on managed mobile devices. 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. 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. Identify and document network, server, and telecommunications equipment and infrastructure that may require repair, reconfiguration, replacement, or retirement. Assist in monitoring contractor performance in providing services and equipment in accordance with specifications. Review technical manuals and other literature. Attend workshops, seminars, and training classes to enhance knowledge in all aspects of services provided. Provide management with information necessary to prepare annual budget requests. Provide technical support in reviewing purchase requests and proposals for compliance and adherence to Department and Commonwealth standards. Verify that IT purchase requests and proposals include all components necessary to meet the stated purpose of the acquisition. Travel as required, including overnight stays. Perform 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. Perform duties both independently and in peer environment. Direction, guidance and assistance are provided accordingly. Work is performed under the general direction of a Unit Supervisor within the Division of Infrastructure Management and Operations and is evaluated for effectiveness in achieving objectives and overall results. |
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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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