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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50414442 |
Description Activated On: 2/27/2026 2:18:20 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 located within the General Government Technology Services Office (GGTSO) and is part of a centralized user support team in the GG TSO Service Help Desk Division. The person in this position performs a wide range of statewide Information Technology support activities for the General Government Technology Services Office (GGTSO). These responsibilities include all aspects of deployment, configuration, maintenance, problem resolution and recovery of all GGDC personal computers, all associated peripheral devices, wiring, audio visual type equipment and all software in use by the GGTSO. |
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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. • Perform services related to the operation of the Customer Support Services Help Desk for General Government Delivery Center (GGDC) users. This involves staffing the Help Desk phone line during high queues or emergency issues. Staff may also be required to report to work or work from alternate locations in support of emergency situations. • Responsible for identifying and resolving user issues or problems or referring them for resolution to the appropriate area within OA/OIT. Whenever issues cannot be resolved over the phone, Help Desk personnel are required to make on-site site service calls to the supported offices’ locations. All calls to the Help Desk are tracked using the Service Now system. Routine follow-up is done on issues to assure customer satisfaction. • Create and process Help Desk tickets via the Commonwealth Incident and Problem Management System (ServiceNow) with the appropriate problems and troubleshooting steps, categorization, priority and escalation if required, reviewing and providing resolution to any outstanding or open tickets. May escalate tickets to other Technical Operations support staff or escalate to Enterprise Support as needed. • Maintain pertinent asset information for devices located in the end user computing environment such as computers, printers, peripherals etc., in the Department Asset Management System (ServiceNow) for life-cycle management purposes from acquisition to disposal. • Provide technical guidance, support, and problem resolution to users, for hardware, operating systems, and application software. • Install and configure hardware and software on new computer systems and install and configure hardware and software upgrades for new or existing computer systems. • Provide support for all personal computers and peripheral hardware. Install and configure PC adapter boards, network cards, video cards, memory, USB devices, cables and connectors, and resolve related problems. • Install and configure hardware and software on notebook computers. • Install and configure power adapters, cables, connectors, other add-on devices and resolve related problems. Must be able to set up and install local portable printers, network printers, Bluetooth and wireless devices, USB devices, numeric keypads, and other external peripheral devices that may be needed for the operation of the laptop or tablet PCs. • Install and run anti-virus software programs to detect and eliminate computer viruses upon detection. Performs a hard disk reimage in case the viruses cannot be removed. • Perform backups of user’s data and configurations in the event of imminent hard drive failure. • Restore user PC configurations upon replacement of failed hard drives including reloading software applications, application configurations, assisting with file recovery and mapping network shares. • Instruct users on best practices for managing their electronic data including the use of OneDrive, home directories, server shares, SharePoint, and e-mail data retention. • Provide guidance to users on security configurations for data shared on PC’s, file servers, OneDrive, and home directories. • Provide input to supervisor about technologies or processes to improve performance and capability of the unit. • Handle operational network problems; this includes setting up and maintaining networked printer connections, shared drive connections, changing network information, and troubleshoot LAN, WLAN and VPN connectivity issues. • Provide technical software support including word processing, spreadsheets, databases, and graphics functions. • Assist in preparing system documentation for effective use, maintenance, and operation of automated systems. • Maintains knowledge of current developments in technology through review of current periodicals, attendance at in-house training programs, and attendance at courses offered locally by vendors and educational institutions. • Operate on an On-Call and rotational basis for after-hours, weekend, and holiday support. • Respond to critical incidents, production alerts, and customer tickets in a manner to comply with OA Service Level Agreements. • Maintain and operate within established service management processes and procedures, established knowledge management processes and procedures, and established digital accessibility regulations and standards. • Perform related work as required. • Travel 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. This position will make daily decisions regarding the prioritization of customer issue resolution. The team leader will assist with these decisions if multiple high, or critical priority issues are received at the same time. |
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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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