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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50686456 |
Description Activated On: 7/21/2025 9:46:06 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 supervisory position leads the IT procurement and IT PC support while directing the support staff within the Game Commission Technical Services Division - PC Support Section. This position is responsible for establishing project priorities, scheduling, and assigning projects to staff, directing the completion of these projects, providing technical assistance and guidance in their completion. |
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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. PC Support Supervisor: Supervise and manage a team of IT support staff. Performs interview, hiring, EPRs, performance standards, position descriptions, training plans, administering leave and discipline. Provides guidance, training and support to the team. Responsible for daily operations of the IT support staff for the integrity of pc systems, maintenance, and enhancement work performed by the team. Delegates a portion of assigned work to team members, including assigning work, reviewing results for content, quality, and time management. Assigns, organizes and prioritizes work in the form of goals and technical objectives, and reviews results for quality, accuracy, completeness, timeliness, and customer service. Manage and maintain the pc support Game Desk ticketing system making sure issues are getting resolved in a timely and efficient manner. Escalate enterprise related application issues to OA or Internet Service Provider (ISP) using their ticketing system by providing pertinent documentation to help resolve the issue. Interface with OA and/or ISP staff to troubleshoot, test, and resolve the issue. Diagnoses, researches and resolves software and hardware problems and, if necessary, interfaces with vendor support staff to resolve the problem and implement the solution. Maintains a current knowledge in pc support utilization and best practices. Monitors pc support devices for performance and problems. When necessary, plans and implements changes to the operating system and related software to improve performance, correct problems, or institute latest technologies. Maintains event logs to track and analyze pc support performance and operational parameters. Plans and implements upgrades to minimize impact on availability of pc support resources. Specifies pc support configurations. Maintains the pc support operating system and configurations that will be placed on the network, working closely with the Network Administrator when needed. Maintain pc support access rights. Maintains software release levels and critical patches on pc support devices. Prepares management plans for the design, acquisition, and installation of the desktops, laptops, monitors, keyboard, mice and cabling of all the desktop infrastructure of the agency. Develops new pc support implementations and deployment plans for new technologies. Prepares, reviews, and maintains short-term and long-term pc support objectives. Establishes and manages priorities for pc hardware and software projects, develops work plans and timelines, mitigates risk, monitors project status and implements strategies. Evaluates and recommends security policies and procedures in conjunction with the ISO and Office of Administration policy. Develops and implements security policies for pc support. Coordinates with technical services chief, ISO, and/or network administrator on mitigation strategies for security vulnerabilities discovered and/or reported. Collaborates with network team on procurement of all networking components to efficiently maintain operations at all Game Commission locations. Coordinates with network team on the SCCM Administration for pc support packages. Engages with technical services division chief, network administrator, and/or ISO to design, plan, test, and implement Active Directory Group Policy to streamline and standardize computer and user policy according to OA and PGC polices. Partners with technical services division chief, ISO, network administrator, and telecom staff to design, document, implement, maintain, and test agency disaster recovery (DR) plan. Collaborates with telecommunications staff and ensures IT Support Staff follows the agency telecom policies. Develops and implements systems scripts and utilities, to integrate software into the system and automate routine systems management tasks. Create and maintain technical documents and policies. Ensure IT Support Staff creates and maintains how to documentation for BATS intranet page for end users. Travel as required, including overnight stays. Performs other duties as assigned or required. Procurement: Manages and oversees the acquisition of IT hardware, software, and services for the Game Commission. Ensuring that IT related purchases are done so while adhering to policies, budget constraints, and technical requirements. Monitor inventory levels of IT equipment, licenses, and supplies to ensure the PGC is not overstocked or running low on critical resources. Plans and administers upgrades and installations of IT hardware, software and maintenance agreements, and coordinates the procedures, program development, and hardware needs of technical staff. Collaborates with the Technical Services Division Chief for maintaining proper licensing for Microsoft Enterprise Agreement, M365 licensing with Office of Administration (OA), and other products. Provides technical support to others when planning system requirements. Evaluates new software and hardware products, reviews spec sheets, and advises needs and requirements of hardware or software purchases. Has substantial input into the development of the Divisions budget as it relates to IT hardware, software and service needs. |
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 is responsible for directing and managing personnel under the PC Support Section within the Technical Services Division. This individual is responsible for ensuring that onsite and remote team under their supervision meets the customer expectations and are available to take calls and work tickets in support of end users within the PA Game Commission. This individual will participate in the resolution of on-going and/or critical issues assigned to their team. This position is expected to make decisions on the priority of issue resolutions. This position makes independent decisions involving issues and tasks as it relates to prioritizing work, troubleshooting approach, and decisions, escalation, compliance. This position keeps supervisor informed during progress, especially after significant events or changes, and at the conclusion of a projects. For issues that occur outside the realm of employee’s responsibility, recommendations are made and passed on to the supervisor. |
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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. Class C Driver's License 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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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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