Desktop Support Technician - Dauphin County, PA/Hybrid

Description

This position is located within the Employment, Banking and Revenue Delivery Center (EBR) Technology Services Office (TSO), which supports information technology solutions and services 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. This position resource will support other EBR Agencies located within the Harrisburg Capital Complex to carry out the duties and responsibilities of the position.

Responsibilities

• Provide technical desktop support services in problem solving the operation of desktop hardware and software, maintaining network connectivity as well as local printing mechanisms, and installing, configuring, and testing Wi-Fi, VPN, VDI, software, scanners, and other desktop-related hardware devices, etc.
• Assist with video technology in conference rooms when necessary.
• Research and recommend modern technologies for performance, reliability, and customization based on customer needs.
• Dependent upon the business needs, assume varying roles of either an independent project leader or as a highly technical resource for the Incident Management Support Team.
• Provide incident management services via remote control when an actual desktop visit is avoidable.
• 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 resource and user accounts in active directory.
• Telework part-time, reporting onsite as needed for user support issues that cannot be performed remotely, hardware deployments, and other projects.

Requirements

• Thorough knowledge and use of ServiceNow or understanding of 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, video
• 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 install
• Able to resolve technical issues with users over the phone
• Knowledge of active directory use and privileges
• Create/Update Distribution Lists in Active Directory
• Password resets in Active Directory
• Knowledge of wireless workstation setup and support
• Able to think and act under pressure
• Good organizational skills
• Excellent etiquette and professionalism