Desktop & End User Support Specialist _Harrisburg, PA (100% Onsite)

Hiring for

Title : Desktop & End User Support Specialist

Location: Harrisburg, PA (100% Onsite)

Location: Harrisburg, PA

Residency Requirements: Candidates must reside within a commutable distance from Harrisburg, PA, and hold a valid U.S. hip.

Screening Requirements: All candidates must provide official identification displaying their current home address and photograph as part of the application process. Identity verification will be conducted through a video call prior to consideration for the position.

Position Overview

This position is responsible for providing desktop and end-user support for the Department of Labor & Industry (DLI), supporting approximately 4,000 users. The role primarily focuses on the Office of Vocational Rehabilitation (OVR) and the daily operations of several bureaus within the DLI headquarters at 651 Boas Street, Harrisburg. Additionally, the position provides remote support for field OVR employees.

The Desktop & End User Support Specialist acts as a technical resource for addressing IT incidents and tasks related to hardware, software, and assistive technologies. The role requires advanced IT proficiency, the ability to work independently and in teams, and a commitment to delivering excellent customer service.

Essential Responsibilities

• Provide technical expertise in incident and change management using ServiceNow.
• Offer support for assistive technology software and hardware, including JAWS, ZoomText, Dragon NaturallySpeaking, Duxbury, Kurzweil, and Fusion.
• Troubleshoot and resolve issues with specialized hardware, such as braille printers and A/V communications.
• Perform workstation deployments, installations, and imaging using MDT and/or SCCM.
• Diagnose and resolve hardware and software issues, including physical installation of IT equipment.
• Deliver expert-level support for Windows OS, Microsoft Office 365, and related products.
• Assist with VPN setup, support, and installation.
• Maintain and manage user accounts and privileges in Active Directory.
• Provide remote support and collaborate with distributed IT support teams.
• Exhibit excellent communication skills to assist users in resolving technical issues effectively.

Qualifications and Requirements

• Experience:
  • Minimum 2 years of experience with assistive technology hardware and software.
  • Minimum 4 years of experience in desktop and end-user support.
• Technical Skills:
  • Strong knowledge of ServiceNow or similar asset management systems.
  • Proficiency in Windows OS and Microsoft Office 365 troubleshooting.
  • Experience with workstation imaging, hardware installations, and software patching.
  • Familiarity with VPN technologies and remote support tools.
• Soft Skills:
  • Strong problem-solving and analytical abilities.
  • Excellent customer service awareness and communication skills.
  • Ability to work well under pressure and adapt to changing environments.
  • Collaborative team player who integrates input from various sources.

Key Skills

1. Expertise in ServiceNow or similar asset management systems.
2. Proficiency in assistive technologies, including JAWS, ZoomText, and Dragon NaturallySpeaking.
3. Strong troubleshooting skills for hardware (desktop, printers, scanners, A/V equipment) and software.
4. Knowledge of imaging workstations using MDT or SCCM.
5. Ability to transport and lift IT equipment.
6. Familiarity with Active Directory for user management.
7. Strong written and verbal communication skills.
8. Ability to resolve technical issues via phone support.

Physical Requirements

• Ability to transport and lift IT equipment and boxes as needed.

This position is 100% onsite and requires hands-on technical expertise and a commitment to resolving end-user IT issues efficiently and effectively.

Thanks & Regards

Arun Kumar

Sr. Recruiter

Email:

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