Position Description:This position is responsible for providing desktop and end
user support for the Department of Labor & Industry (DLI) which consists of
approximately 4000 users. This position supports the Daily operation of several
bureaus within the DLI HQ building at 651 Boas Street in Harrisburg.
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 80-90% of the incident tickets assigned 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. Excellent troubleshooting and problem-solving skills
5. Knowledge of hardware desktop, printer, scanner, video
6. Knowledge of software installation, patching and troubleshooting
7. Knowledge of imaging workstations using MDT and/or SCCM
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 users and privileges
13. Knowledge of wireless workstation setup and support
14. Ability to think and act under pressure
15. Good organizational skills
16. Excellent professionalismA
American Technology Consulting