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Desktop Support Technician - Dauphin County, PA/Hybrid

STI · Dauphin County, PA · 1 mo ago
Full-time

About the role

This Desktop Support Technician position is located within the Employment, Banking and Revenue Delivery Center (EBR) Technology Services Office (TSO), supporting IT solutions for the Department of Labor & Industry, Department of Revenue (including PA Lottery), Department of State, Department of Banking and Securities, and the PA Insurance Department. The role focuses on Incident Management Support, providing technical desktop support, maintaining network connectivity, installing and configuring hardware and software, assisting with conference‑room video technology, researching and recommending modern technologies, and supporting EBR Executive Staff. The position involves a hybrid schedule with 1–2 days per week onsite in the Labor & Industry building for Active Directory user account management, with the remainder of work performed remotely as needed.

Responsibilities

  • Provide technical desktop support services for problem solving of desktop hardware and software operation.
  • Maintain network connectivity and local printing mechanisms.
  • Install, configure, and test Wi‑Fi, VPN, VDI, software, scanners, and other desktop‑related hardware devices.
  • Assist with video technology in conference rooms when necessary.
  • Research and recommend modern technologies for performance, reliability, and customization based on customer needs.
  • Assume varying roles as an independent project leader or as a highly technical resource for the Incident Management Support Team, depending on business needs.
  • Provide incident management services via remote control when an on‑site desktop visit is avoidable.
  • Be accountable for all technical support of EBR Executive Staff.
  • Spend 1 to 2 days per week in the Labor & Industry building working with the user account management team to create, modify, and manage resource and user accounts in Active Directory.
  • Perform telework part‑time, reporting onsite as needed for user support issues that cannot be done remotely, hardware deployments, and other projects.
  • Note that teleworking is currently temporary; if it ends, daily reporting to the headquarters office will be required.

Skills

  • Ability to act independently, work in a team environment, and demonstrate highly advanced proficiency and competency in a variety of IT platforms and technologies.
  • Troubleshooting of Windows and Mac operating systems.
  • Support of COTS applications and numerous in‑house developed applications.
  • VPN connectivity issues troubleshooting and resolution.
  • VDI connectivity issues troubleshooting and resolution.
  • Software removal and installation.
  • Hardware replacements and distributions.
  • Printer setups.
  • Basic networking issues.
  • Imaging desktops/laptops.
  • Working with vendors to coordinate onsite repairs.
  • Thorough knowledge and use of ServiceNow or understanding of an asset management system.
  • Expert knowledge and use of Windows OS and O365 Office products.
  • Excellent customer service awareness and communication skills.
  • Knowledge of hardware desktop, printer, scanner, and video equipment.
  • Knowledge of software.
  • Knowledge of imaging workstations using SCCM.
  • Excellent troubleshooting and problem‑solving skills.
  • Ability to transport/lift boxes/equipment.
  • Ability to work independently and as a member of a team.
  • Knowledge of VPN setup, support, and installation.
  • Able to resolve technical issues with users over the phone.
  • Knowledge of Active Directory use and privileges.
  • Creating/modifying resource accounts in Active Directory.
  • Use the Commonwealth User Provisioning and Self‑Service (CUPSS) to add/remove/modify user accounts.
  • Create/Update Distribution Lists in Active Directory.
  • Password resets in Active Directory.
  • Knowledge of wireless workstation setup and support.
  • Ability to think and act under pressure.
  • Good organizational skills.
  • Excellent etiquette and professionalism.

Schedule

Hybrid arrangement: 1 to 2 days per week onsite in the Labor & Industry building (for Active Directory user account management) with the remainder of work performed remotely; telework is part‑time and currently considered temporary, with a requirement to report daily to the headquarters office if telework ends.

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