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

• 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
• Knowledge of software installation, patching and troubleshooting
• Knowledge of imaging workstations using MDT and/or SCCM
• Ability to transport/lift boxes/equipment
• Ability to work independently and as a member of a team
• Knowledge of VPN setup, support and install
• Able to resolve technical issues with users over the phone
• Knowledge of active directory users and privileges
• Knowledge of wireless workstation setup and support
• Ability to think and act under pressure
• Good organizational skills
• Excellent professionalism