IT Generalist

RESPONSIBILITIES/TASKS

• Assists in implementing, administering, and maintaining system security standards, policies, and procedures.

• Work in a centralized support capacity providing statewide technical assistance on desktop hardware, laptops, tablets, peripherals, and software, and establishing and implementing supported agencies’ hardware and software installation standards.

• Provide, review and/or submit request forms as needed for users to obtain computer systems access

• Participates in the investigation, analysis, and resolution of end-user security and resource access control problems.

• Administer network security. Add/change/delete user accounts, passwords, and account lockouts. Perform machine security patch and virus software upgrades.

• Assesses and recommends the most appropriate training option, such as in-house, out-service, and on-line, to address specific training needs.

• Develops original training materials, manuals, bulletins, on-line help, video, and other user aids.

• Responds to calls, emails, and walk-ins for assistance. Documents problems, and diagnostics. Troubleshooting, and resolving hardware, software, and network problems.

• Support virtual desktops. Provide access, troubleshooting, resolve software and configuration issues. Troubleshoot remote connections to virtual desktops.

• Work with other BIT staff to increase familiarity with their functions and how they support computer use throughout the supported agencies.

• Conducts formal in-service classroom IT training for users and technical staff.

• Maintains and recommends ongoing improvements to the agency’s project management methodology processes, standards, and associated documentation.

• Ensures that projects are clearly defined and that proper project management procedures and methods are used on existing projects and corrects deficiencies.

• Reviews project plans and tracks current status of projects.

• Resolves or escalates project related issues that may include project status and progress via project metrics, risk mitigations, contingencies, changes in scope, timeframe concerns, and program area or development issues.

• Manages IT projects following the agency’s or Commonwealth’s project management methodology.

• Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of information technology concepts and practices.

• Knowledge of the component parts of personal computers, peripherals, servers, and their associated functionality.

• Knowledge of the functions and capabilities of hardware and software.

• Knowledge of troubleshooting techniques.

• Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.

• Knowledge of networking concepts.

• Knowledge of the principles of information technology project management.

• Knowledge of hardware and software testing methods.

• Knowledge of the principles and techniques of information technology documentation.

• Knowledge of information technology systems performance monitoring techniques.

• Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation.

• Ability to identify correct logic relationships and statements.

• Ability to analyze information in order to diagnose and troubleshoot technical problems.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING:

One year as an Information Technology Trainee or Information Technology Technician;

Or

One year of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services, and an associate's degree in any information technology field;

Or

Three years of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services.

Job Type: Contract

Schedule:

• 8 hour shift

Work Location: In person