Tier 3 IT Support Analyst (SCCM/VDI)

Location: Cumberland County, PA
Work Arrangement: 100% Onsite
Schedule: 8:00 AM - 4:00 PM, Monday-Friday (40 hours/week); management may permit a start as early as 7:30 AM, with required availability during DOC core hours
Interview: On-site at 1920 Technology Parkway, Mechanicsburg, PA 17050
Contract: Oct 2026 - Jun 2027 (8 Months 17 Days; exact dates 10/13/2026 - 06/30/2027). Historically, these roles are extended for an additional year.
Visas Accepted: USC, GC, GC EAD, H1B

Role Overview

This Tier 3 Support Analyst role supports the DOC environment across PSDC SCCM, Airwatch, VDI, and Inmate environments. The position handles escalated hardware and software support, endpoint deployment activities, virtual desktop support, and troubleshooting across the supported computing environments.

The position is onsite in Cumberland County, with remote work possible based on business needs and supervision discretion. Commonwealth-issued equipment must be picked up on the first day. An enhanced background check, including fingerprinting and successful results, is required.

Primary Responsibilities

• Troubleshoot and assist with hardware and software support escalations.
• Work with IT Support staff and end users as needed.
• Provide instruction for processes and problem resolution.
• Assist with and support SCCM deployments, application packaging, and other SCCM tasks.
• Maintain Operating System Deployment (OSD) task sequences and related packages.
• Support the Airwatch console environment by managing assets and objects.
• Support the VDI (Virtual Desktop Infrastructure) environment with daily activities including session support and connectivity troubleshooting.
• Support the DOC Inmate environment with general troubleshooting, image testing, and customizations.
• Review and recommend hardware and software purchases and system integration/installation.
• Work with users to determine needs and specify IT requirements.
• Assess current computer resources for migration to a new computing environment by performing interoperability tests on operating systems, networks, and application software.
• Participate in the review, evaluation, and reporting of the capabilities and limitations of industry technologies relative to the open systems environment.
• Analyze security services and directory services.
• Develop and/or contribute to the development of information technology systems by testing and evaluating beta products and applications associated with institutional and agency applications.

Required Technical Skills

• Working proficiency based on relevant experience applicable to Tier 3 IT operations and support responsibilities.