Workstation Support Specialist

Key Responsibilities

• Provide Tier 2 hardware and software support to PennDOT users.
• Install, configure, maintain, and troubleshoot PCs, laptops, Macs, docking stations, printers, scanners, and peripherals.
• Maintain accurate, detailed, and current support tickets and technical documentation.
• Troubleshoot issues in enterprise LAN/WAN and TCP/IP environments.
• Use diagnostic tools to identify and resolve hardware and software problems.
• Support multifunction printing devices and related connectivity issues.
• Escalate issues when necessary and collaborate with SCCM, Active Directory, Security, and IT Service Desk teams.
• Document issue resolutions and technical processes for use by other support teams.
• Travel within the District 11 coverage area when required for support, training, or meetings.

Required Qualifications

• 3+ years installing, configuring, and troubleshooting PC hardware/software in an enterprise LAN/WAN environment.
• 3+ years installing and supporting laptops and docking stations.
• 3+ years installing and supporting multifunction print devices.
• 3+ years working with Remedy or a similar IT ticketing system.
• Working knowledge of LAN/WAN, TCP/IP, Microsoft Windows, RDP, SCCM, and Microsoft Intune.
• Ability to install and configure PC hardware, software, and peripherals in networked and stand-alone environments.
• Experience using diagnostic software and troubleshooting tools.
• Ability to assemble and support microcomputer systems and multifunction printers.
• Ability to read, understand, and follow technical documentation, manuals, schematics, and documented processes.
• Strong customer service, communication, documentation, and problem-solving skills.
• Strong attention to detail and ability to perform effectively in a fast-paced IT support environment.
• Valid driver’s license and personal vehicle with ability to travel when required.

Work Arrangement

This position is 80% onsite and 20% remote. The selected candidate will pick up Commonwealth-issued equipment from the PennDOT District 11 Office, 45 Thoms Run Road, Bridgeville, PA 15017. Government-issued equipment must remain within the United States at all times.