Do you like working in a fast pace environment, responsible for a large variety of work, performing complex problem solving, all while delivering high quality customer service? The Infrastructure and Economic Development Delivery Center, Technology Services Office is seeking a highly motivated IT professional to join the Infrastructure team to support various technologies used to provide applications and services to employees and the citizens of Pennsylvania and support multiple facilities and users in the Northwestern Region of Pennsylvania in Crawford, Erie, Forest, Mercer, Venango, and Warren Counties.
This position reports to the Office of Administration, Infrastructure and Economic Development (IED) Delivery Center, Technology Services Office (TSO), IT Coordinator Division, working in District 01 which is located in the northwest region of the state, and provides IT support for the Department of Transportation (PennDOT), Department of Economic and Community Development (DCED), and PA Emergency Management Agency (PEMA).
Provides a wide variety of Tier 2 support, systems enhancement activities, and implementation of new IT initiatives for approximately 900 users, 4,140 IT assets, at more than 93 network connected sites including 6 remote county offices, 26 stockpiles, 51 construction project field sites, 6 Driver License Centers, and 2 Welcome Centers, 1 DCED remote office and other various remote offices and users as required. Performs troubleshooting and resolves network issues, installation and servicing of network equipment, hardware, software, and assists users in adapting and applying information technology to work applications. Significant attention to detail and daily multitasking with a high level of accuracy is required.
IMPORTANT: YOU MUST APPLY TO THIS VACANCY POSTING, MEET ELIGIBILITY REQUIREMENTS, COMPLETE THE SUPPLEMENTAL QUESTIONS AND RECEIVE A SCORE. YOUR SCORE IS ONLY VALID FOR THIS SPECIFIC VACANCY. ONCE THIS POSITION IS FILLED, YOUR SCORE IS NO LONGER VALID.
Work Hours: 8:00 am - 4:00 pm; Monday - Friday; 30 minute lunch
DESCRIPTION OF WORK
Troubleshoot and resolve all IT issues reported via incident reporting process escalation from the Tier 1 group, direct communication, observations, and testing results. Analyze and resolve incidents and make determinations if trends suggest a larger scale IT problem and escalate to Tier 3 or report to management if required.
Performs all aspects of client workstation, mobile devices, and peripheral support to include installation, maintenance, and upgrades for all PC software and hardware. Ensures computing devices are configured in accordance with applicable Department and Commonwealth standards and policies. Work encompasses setup, hardware, software, operating system troubleshooting of client workstations, malware and virus removal, hard drive encryption and imaging, installation of drivers, printers, scanners, digital cameras, smartphone and cellular devices, fleet equipment analysis, and programming devices, dynamic and variable message boards, roadway weather information systems, highway advisory radios, and other miscellaneous IT hardware. Assists with proper installation of servers, routers, switches, uninterruptable power supplies, and network infrastructure to include premise wiring and patch panel and workstation and network cabling.
Utilizes network administrative tools such as Hyena, System Center Configuration Manager, Software Center, Active Directory, Remedy, and Remote Desktop to monitor, isolate, diagnose, and/or resolve client network issues.
Documents and manages work assignments through the Remedy Action Request System. This involves acting on incident tickets received from Tier 1 groups, assigned work, and escalating problems to Central Office personnel if appropriate. Submits required tickets using Remedy to initiate such things as hardware service, and user account or security changes as required. Provides detailed description of requests and specifies exactly what action is required to address or resolve the problem. Receive tickets and address IT requests from users and provide details work information and resolutions.
Provides day-to-day hardware and user support for approximately 176 mobile smartphones and 240 tablets. Duties include using AirWatch Mobile Device Management to track/manage devices, reset passcodes, profile resets, monitor usage, maintaining device inventories and user assignments, etc. Also responsible for communication to end users on iOS updates and ensuring devices/users are updated in a timely fashion. Coordinate between end-user and mobile app development team to maintain and update various end user apps. Provision and re-provision devices as required. Also provides support for other mobile devices, such as cell phones and AirCards.
Provides support for telecommunication equipment and services, to include analog, cellular, VoIP sets, fax machines, audio and video conference equipment, and web conferencing. Manage and configure voice mailboxes and menus on premise voice messaging equipment and carrier-provided services. Support telephone key systems and make minor configurations changes such as station names.
Performs hardware and software diagnostic procedures including the use of software utility programs in the diagnosis and troubleshooting of information technology hardware and software problems. Takes independent actions to resolve those problems, and/or arrange for vendor service including follow up to ensure that the work is completed appropriately.
Provides hardware and software support functions to all field-based personnel. Field office support includes responsibility for cellular and broadband internet connections, VPN site routers, printers/multifunction devices, workstations, laptops, and iPad tablets.
Provide day-to-day hardware and user support for large format plotters, scanner, stacker, and plotting software.
Provide installation, upgrade, and license support for numerous specialized engineering software products used for 2D and 3D civil design, structural and bridge analysis, geotechnical, hydrology and hydraulics, project delivery, concept and reality 3D modeling, geospatial survey, and traffic analysis. Provide support for any specialty hardware that interfaces with these software products such as GPS data collectors and receivers, total stations, and unmanned aircraft systems.
Provides technical support for Unmanned Aircraft Systems (UAS), aka drones, including support for the aircraft as well as any peripheral compute devices that communicate with the aircraft as well as the software required to fly the aircraft. Provides support to transfer data from aircraft to enterprise server and the processing of the data using CADD related software.
Provides network support for the District Traffic Management and/or Incident Command Center. Emphasis will be on IT responsibilities for support of Incident Command Center Operations. Provides hands-on support, assists with troubleshooting connectivity issues and works with contractor or vendor to resolve.
Provides support for a series of remote traffic management equipment such as video cameras, dynamic and variable message signs and highway advisory radios that operate on various types of communications including IP on public, private and cellular networks, as well as dial-up. Provides hands-on support and assists with troubleshooting connectivity issues and work with contractor or vendor to resolve.
Assists with supporting and ensuring garage maintenance staff has functional laptops and software to perform diagnostic activity on multiple vendors' Engine Control Units, Chassis Control Modules, and Antilock Brake Systems as installed in heavy-duty trucks and other fleet equipment. Responsible for ensuring mobile devices and adapters are kept current with latest patches, drivers, firmware, and software updates as well as routinely monitoring devices to ensure they are being connected to the LAN and receiving updates.
Processes newly provisioned user domain accounts and determine and authorize appropriate security group memberships and roles.
Supports VPN connectivity for remote users. Assists remote users with installation of security certificates, training and troubleshooting connectivity issues.
Assumes primary support for all district office local and networked monochrome, color and multi-functional printers.
Provides premise cabling support throughout the district including all remote offices. This includes planning, installation, terminations, connectivity, troubleshooting and repairing issues, documentation, as well as recommending and implementing upgrades to premise cabling infrastructure.
Provides onsite and remote connectivity and authentication support for Department systems including: ECS (Electronic Content Services), ECMS (Electronic Construction Management System), CDSv3, ASTA, SAP, Crash, RCRS (Road Closure Reporting System), ePermitting, ePayroll, APRAS, BMS2 (Bridge Management System 2), iForms, ROWO (Right of Way Office), Video Log, ePayroll, and additional systems as needed.
Conducts annual IT inventories and tagging all District and County IT equipment with inventory asset tags, scanning and inventorying items, and uploading the data to a centralized database. Collects and inventories surplus IT equipment and process according to established surplus procedures.
Provides support on presentation tools including use of hardware and software, Microsoft PowerPoint, Microsoft Visio, Adobe Photoshop, scanners, color laser printers, digital cameras, projectors, and card readers. Conducts and/or coordinates training as required and provides follow up user assistance.
Provides support and troubleshooting for building security system equipment, such as access control readers, fire alarms, and surveillance cameras. Also includes the ability to create security access/identification cards as directed.
Communicates clearly and concisely both orally and in writing and delivery customer-friendly, professional support to employees at various levels throughout the organization.
Assists with implementation and provide end user support and training for all upcoming IT initiatives.
Conducts formal classroom and informal information technology training for district and county users.
Obtain PennDOT Instructor Certification and assist in developing and prioritizing district and county information technology training plans. Assists with and conducts one-on-one and formal classroom IT training as required to instruct users on concepts of local area networks, client-server applications, iOS cellular mobile devices, and standard PC software, and in-house applications. Assist with providing instruction on Microsoft Windows operating systems, Microsoft Office Suite applications, and other applications as required.
Tests and evaluates new products and technology and make recommendations on hardware and software purchases and utilization.
Consults with users to discuss and assess existing software and hardware, and recommend the acquisition of software, hardware, and information technology services.
Monitors contractor performance in providing services and equipment in accordance with specifications.
Develops training materials, manuals, bulletins, on-line help documents, and other user aids.
Provides input on preparation of installation plans for new and existing equipment for District and County Offices.
Assists in controlling and monitoring mainframe (RACF) and LAN security measures.
Maintains a safe work area and promote an accident free workplace for others by ensuring equipment and cables do not pose hazards.
Performs related work as required.
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
Must meet PA residency requirement – For more information on ways to meet PA residency requirements, follow the link and click on Residency
Minimum Experience and Training Requirements: 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; or an equivalent combination of experience and training.
Based on your answers to the supplemental application questions regarding education, you may be instructed to upload a copy of your college transcripts to your application
A resume needs to be submitted with your application. You may upload your document as an Attachment during the application process. You must still complete the application and answer the supplemental questions.
Must be able to perform essential job functions
Veterans: Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.employment.pa.gov/Additional%20Info/Pages/default.aspx and click the Veterans' Preference tab or contact us at email@example.com.
Score valid for this specific posting only
Score based on information reported on application and supplemental questions
Provide complete and accurate information or:
score may be lower than deserved
application processing may be delayed
disqualification may result
May only test once under this announcement
Email notice of test results provided
Further information on testing, assistance for persons with disabilities, veterans' preference, and other items can be obtained from:
Harrisburg: 2nd Level, Strawberry Sq. Complex, 320 Market St., P.O. Box 569, Hbg., 17108-0569; Telephone (717) 783-3058
Philadelphia: 110 North 8th St., Suite 503, Phila., 19107
Pittsburgh: 411 Seventh Ave., Room 410, Pgh., 15219
Telecommunications Relay Service (TRS): 711 (hearing and speech disabilities or other individuals)