System Specialist

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

Thorough knowledge and use of ServiceNow or understanding of asset management system

Required

2

Years

Expert knowledge and use of Windows OS and O365 Office products

Required

2

Years

Excellent customer service awareness and communication skills

Required

2

Years

Knowledge of hardware desktop, printer, scanner, video

Required

2

Years

Knowledge of software

Required

2

Years

Knowledge of imaging workstations using MDT and/or SCCM

Required

2

Years

Excellent troubleshooting and problem-solving skills

Required

2

Years

Ability to transport/lift boxes/equipment

Required

2

Years

Ability to work independently and as a member of a team

Required

2

Years

Knowledge of VPN setup, support and install

Required

2

Years

Able to resolve technical issues with users over the phone

Required

2

Years

Knowledge of active directory use and privileges

Required

2

Years

Knowledge of wireless workstation setup and support

Required

2

Years

Ability to think and act under pressure

Required

2

Years

Good organizational skills

Required

2

Years

Excellent etiquette and professionalism

Required