Specialist

This team member will report daily 100% onsite to the 4th floor of The Keystone Building (located at 400 North Street, Harrisburg, PA 17120).

There is metered, on-street / parallel parking in front of and around the building. PennDOT is not responsible for parking costs.

This position is 40 hours per week. The general core business hours are within the 7 AM - 5 PM range with an half hour "working" lunch, but the exact work schedule will be discussed during the interview. Is this understood?

Candidate will be a member of the Driver and Vehicle Services (DVS) District 7 IT Support Team supporting located in Harrisburg.

This team is responsible for supporting workstations, laptops, Macs, and all device peripherals (print issues, docking issues, scanning, etc.

The candidate will be responsible for maintaining device compliance and health; this includes tracking down PC’s that have broken SCCM clients, are out of compliance with updates, or are reported to have application or operating system issues.

The Workstation Specialist will be responsible for assisting IT staff by providing Tier 2 support for hardware and software and installation and troubleshooting services throughout District 7.

Candidate must possess the ability to install and configure PC hardware, peripherals, and software in both a network (primarily) and stand-alone environments.

The ability to use diagnostic software is required. The ability to read, understand and follow technical manuals, schematics, and documented processes in the English language is required.

The ability to assemble and support a microcomputer system and multifunction printers, as well as install Cat5e and / or Cat6 cable runs and perform cable terminations is required.

Specific knowledge required in LAN / WAN, TCP / IP, Remedy, MS Windows, RDP, and SCCM. The resource may also be required to document and follow technical processes.

Strong communications, customer service skills, leadership, a high level of attention to detail, and the ability to function effectively in a fast-paced environment are also required.

This team member will occasionally be required to travel to Driver and Photo License Centers providing IT support assistance with the possibility of assisting at other local facilities within the District 7 coverage area.

Essential Responsibilities

• Monitor incident queues for issues and take ownership and assist customers as required
• Keep all support tickets up to date and well documented
• As required, provided documentation on issue resolution for other teams
• Monitor and report on PC issues, escalate issues; work with other teams including SCCM, Active Directory, Security, and the IT Service Desk.

Required Skills and Experience

1. Required : Valid Driver’s License

2. Required : 3 years experience installing, configuring and troubleshooting PC hardware / software in an enterprise LAN / WAN environment

3. Required : 3 years experience installing and supporting laptops / docking stations

4. Required : 3 years experience installing and supporting multifunction print devices

5. Required : 3 years experience with Remedy or similar ticketing system

6. Required : 3 years experience with premise cabling (installing Cat5e / 6 cable and terminations)

7. Required : Possess the following core competencies : continuous attention to detail, high performance in a fast-paced, multitasking environment, disciplined to follow established SOPs, and effective communication skills, both written and spoken, in the English language

8. Desired : Experience with Cisco VPN router installation and support

9. Desired : Experience with Active Directory

10. Desired : Experience with Hyena System Management Software

11. Desired : Experience with Microsoft System Center Configuration Manager

12. Desired : Experience creating process documentation (strong writing skills)

13. Desired : Experience in project management

14. Desired : Experience leading team deployments

• Actively contributes as an expert or actual designer.
• Coordinates product design reviews to verify that design meets quality standards and functional / technical requirements.
• Provides accurate estimates for design and programming efforts for system changes and enhancements.
• Coordinates enhancements to business and logical data models with data base administration to make the appropriate changes to the physical data model.
• Confirms that technical architecture will support all changes required by product enhancements.
• Effectively leads product tests and trials.
• Identifies appropriate business examples to illustrate key concepts / features.
• Anticipates, identifies, tracks, and resolves issues and risks affecting own work and work of the Application Team.
• Develops contingency plans as necessary.
• Applies specific expertise to ensure that products meet defined customer objectives.
• Anticipates and resolve issues specific to the team.
• Determines time estimates and schedule for own work and resolve issues in a timely manner.

Last updated : 2024-10-29