Primary Responsibilities:
This position is responsible for providing remote all regions and central offices of the delivery center. The delivery center has multiple support locations in the state including DEP regional & district offices, DCNR TopoGeo, as well as state park and forestry offices and AG racetracks.
This position is a hybrid remote work model in which ability work from home will be at the hiring manager’s discretion. Remote work schedule may vary with reasonable notice.
The incumbent will perform the following: documenting problems, diagnosis, troubleshooting, imaging, configuration and installation of PC’s, laptops, agency printers, scanners, software application assistance, etc.
This person will perform as a Tier 2 Support team member requiring knowledge and adherence to CEDC member defined support processes, standards and requirements.
OPS Tier 2 technical support may involve product user guidance, software and hardware installations, desktop data migration, desktop moves, and printer troubleshooting for repair.
Utilize remote and web tools to trouble shoot and resolve issues. These tools include SCCM Remote Tools, PRTG, remote desktop, remote registry modification, remote management using Active Directory, remote command line interface and Powershell Scripting.
Assist with computer deployments including setup of new equipment and removal and surplus of outdated equipment.
Manages the administration of computer accounts, groups, mailboxes, resource accounts, and distribution lists via the account management application
Comply with all CEDC and Commonwealth security policies and guidelines. Works to coordinate Commonwealth Information Security Office (CISO) policies and implementations within the CEDC. Researches, analyzes, reports, and makes recommendations on the capabilities and limitations of proposed CISO initiatives, software and policies as they affect CEDC IT and Program Area business.
Work is assigned on an as-needed basis by direct supervisor and through the ServiceNow Support system. Must be able to work independently. Decision making is required to ensure the best customer service possible provided the resources available. Prioritization of projects and tasks is required. Direct contact with customers requires proper decision making in accordance with CEDC polices.
Required Experience:
Experience with SCCM deployment processes and configurations.
Experience with management of server folder permissions and shares
Preferred Experience:
2 + years of experience supporting Commonwealth of PA customers.