End User Support

American Technology Consulting

Harrisburg, Pennsylvania

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JOB DETAILS

SKILLS

Asset Management, Commercial Off-the-Shelf (COTS), Communication Skills, Computer Workstations, Customer Support/Service, Desktop Hardware, Desktop PC, Desktop Virtualization, Document Scanners, Hardware Installation, Help Desk, Identify Issues, Laptop PC, Mac Operating System, Microsoft Active Directory, Microsoft Windows Operating System, Microsoft Windows System Administration, Network Configuration Management, Operational Support, Organizational Skills, Printers, Problem Solving Skills, Resolve Customer Issues, ServiceNow, Software Development, Software Installation, Software Patches, System Center Configuration Manager (SCCM), Systems Administration/Management, Team Player, VPN (Virtual Private Network), Wireless Communications

LOCATION

Harrisburg, Pennsylvania

POSTED

30+ days ago

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: 1. Thorough knowledge and use of ServiceNow or understanding of asset management system 2. Expert knowledge and use of Windows OS and O365 Office products 3. Excellent customer service awareness and communication skills 4. Excellent troubleshooting and problem-solving skills 5. Knowledge of hardware desktop, printer, scanner, video 6. Knowledge of software installation, patching and troubleshooting 7. Knowledge of imaging workstations using MDT and/or SCCM 8. Ability to transport/lift boxes/equipment 9. Ability to work independently and as a member of a team 10. Knowledge of VPN setup, support and install 11. Able to resolve technical issues with users over the phone 12. Knowledge of active directory users and privileges 13. Knowledge of wireless workstation setup and support 14. Ability to think and act under pressure 15. Good organizational skills 16. Excellent professionalism

About the Company

American Technology Consulting

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