Overview:

This position is responsible for providing high level desktop and end user support for the Department of Labor & Industry building in Harrisburg which consists of approximately 1,500 users. This position supports the Daily operation of several bureaus within the L&I building to include application from each of the following Deputates – Administration, Unemployment Compensations, Compensation and Insurance, Workforce Development, Office of Vocational Rehabilitation, and Safety and Labor Management. In addition to critical delivery center desktop support for L&I operations we also support the Dept of State primary and general election desktop support, petition filing setup and many other public service enabling utilities by assuring desktop configuration, connectivity and user access is operational. Skills: The skill level of this position requires the ability to act independently, work in team environments and have a highly advanced proficiency and competence in a variety of IT platforms and technologies. This role has various tasks, including troubleshooting of the Windows and Mac operating systems, COTS applications as well as numerous in-house developed applications, VPN connectivity issues, VDI connectivity issues, software removal and installation, hardware replacements and distributions, printer setups, basic networking issues, imaging desktops/laptops, and working with vendors to coordinate onsite repairs. In addition to all the laptop and printer deployments, the technician in this position has resolved 70-80% of Change Request tickets assigned to the L&I location which sometime involves working with vendors, working with other IT teams and especially users when ‘hands-on’ is required.

List of Skills:

1. Thorough knowledge and use of ServiceNow or understanding of asset management system

2. Expert knowledge and use of Windows OS and O365 Office products

3. Excellent customer service awareness and communication skills

4. Knowledge of hardware desktop, printer, scanner, video

5. Knowledge of software

6. Knowledge of imaging workstations using MDT and/or SCCM

7. Excellent troubleshooting and problem-solving skills

8. Ability to transport/lift boxes/equipment

9. Ability to work independently and as a member of a team

10. Knowledge of VPN setup, support and install

11. Able to resolve technical issues with users over the phone

12. Knowledge of active directory use and privileges

13. Knowledge of wireless workstation setup and support

14. Ability to think and act under pressure

15. Good organizational skills

16. Excellent etiquette and professionalism

Job Types: Contract, Full-time

Pay: $26.90 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Harrisburg, PA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• ServiceNow or understanding of asset management system: 2 years (Required)
• Windows OS and O365 Office products: 2 years (Required)
• customer service awareness and communication skills: 2 years (Required)
• hardware desktop, printer, scanner, video: 2 years (Required)
• imaging workstations using MDT and/or SCCM: 2 years (Required)
• transport/lift boxes/equipment: 2 years (Required)
• VPN setup, support and install: 2 years (Required)
• resolve technical issues with users over the phone: 2 years (Required)
• active directory use and privileges: 2 years (Required)
• wireless workstation setup and support: 2 years (Required)
• Ability to think and act under pressure: 2 years (Required)
• troubleshooting and problem-solving skills: 2 years (Required)

Work Location: In person

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