Job ID and Title: 741518 - L&I- Product Specialist PS5 A4 SC1

Location: 651 Boas Street, Harrisburg, PA

Duration:1 Year

Job 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. This position will provide primary support to the Office of Vocational Rehabilitation (OVR).

This position is responsible for addressing all assigned tasks and incidents associated with Desktop & End User problems to meet the information technology resource needs for all employees located in the Harrisburg central office, Harrisburg district office, and remote support for all field OVR. The skill level of this position requires the ability to act independently,work in team environments and have advanced proficiency and competence in a variety of IT platforms and technologies.

There are two bureaus that make up OVR, Bureau Blindness Visual Services (BBVS) and Bureau of Vocational Rehabilitation Services (BVRS). This position serves as an expert in the following assistive technology software, JAWS, Zoom Text, Dragon Naturally Speaking Duxbury, Kurzwell, and Fusion. Also responsible for resolving unique hardware such as braille printing, and A/V communications.

Essential Responsibilities

Technical expertise in incident and change management via ServiceNow

Experience providing support to assistive technology software and hardware

Technical knowledge in workstation deployments and installation

Expert knowledge with MS Office products and troubleshooting skills

Performs hardware and software diagnostics

Performs physical installation of IT equipment

Excellent communication skills and assists customers to resolve issues

Assist remote IT support teams

Qualifications/Requirements

Minimum 2 years of experience in assistive technology hardware and software.

Minimum 4 years of experience in a desktop and end user support.

Strong history of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities.

Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources.

Demonstrated customer focus, building strong customer relationships.

Strong analytical skills – strong problem-solving skills, can communicate in a clear manner through multiple mediums and effectively evaluates information as well as data to make decisions; anticipates obstacles and develops plans to resolve.

Change oriented – actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways.

List of Skills:

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

Expert knowledge and use of Windows OS and O365 Office products

Excellent customer service awareness and communication skills

Excellent troubleshooting and problem-solving skills

Knowledge of hardware desktop, printer, scanner, video conference equipment

Knowledge of software installation, patching and troubleshooting

Knowledge of imaging workstations using MDT and/or SCCM

Ability to transport/lift boxes/equipment

Knowledge of VPN setup, support and install

Able to resolve technical issues with users over the phone

Knowledge of active directory users and privileges

Ability to think and act under pressure