IT Generalist

2 months ago

Somerset, United States Crescens Full time
Job Title: IT Generalist
Location: Somerset, PA
Duration: 7 Months

***This position is 100% at SCI Laurel Highlands (5706 Glades Pike Somerset, PA 15501).***
***This requisition requires only a virtual interview via Teams with video-enabled.***
***This position is 37.5 hours per week.***
***Management prefers competent candidates to reside within an hour one-way drive from Somerset, PA.***

Job Description:
Function as a Facility IT staff
  • Work involves performing work in a centralized support capacity providing statewide technical assistance on desktop hardware and software, and establishing and implementing supported agencies' hardware and software installation standards.
  • Provide, review and/or submit request forms as needed for users to obtain computer systems access (DOC mainframe computer, Internet, email, Network Id Cards, etc.).
  • Administer the network. Add/change/delete network resources (data, application and print servers, etc.).
  • Administer network security. Add/change/delete user accounts, passwords, and account lockouts. Perform machine security patch and virus software upgrades.
  • Configure computer systems to meet Department of Corrections (DOC) and Office of Administration (OA) specifications.
  • Maintain and/or instruct users on the data back-up procedures for servers, desktop and laptop computers.
  • Performs data restores from the data for the supporting agencies.
  • Transfer user files/programs as necessary.
  • Researches, recommends and coordinates the Service Request process for none-standard hardware and/or software purchases being requested by supported agencies' staff.

Work with limited supervision to resolve equipment, software, applications and telecommunications issues.
  • User support duties include responding to calls, emails, and walk-ins for assistance, documenting problems, and diagnosing, troubleshooting, and resolving hardware, software, and network problems.
  • Record appropriate information regarding the caller, his/her work location, the nature of the issue, and all actions taken/information provided, etc., in the IT Services incident/problem resolution system.
  • Refer to the Service Now incident/problem resolution database in an attempt to resolve the issue.
  • Research, analyze, report and make recommendations on the capabilities and limitations of information technologies relative to the supporting agencies' IT environment.
  • Utilize established troubleshooting techniques and personal knowledge of other IT areas in an attempt to immediately resolve each issue at the IT Services level.
  • Refer more complex problems to the IT Services Supervisors or other PSDC IT staff.
  • Disseminate technical information to the caller and/or other staff as needed.
  • Follow-up with the caller after the resolution of the issue to ensure satisfaction with the action taken/information provided.
  • Use knowledge of the hardware and software used throughout the facility to assist users in resolving equipment, software, and application and telecommunications issues.
  • Communicate in a timely manner; disseminate knowledge obtained of new, current, and ongoing events to all other IT staff as needed. Document those items that may be used to resolve future issues.
  • Review patterns of equipment, software, applications and telecommunications failures. Report findings and make recommendations to resolve the issue to the End User Support Supervisor/PSDC IT Management.

Install and maintain computer and network related equipment and software.
  • Determine equipment, software and network requirements.
  • Utilizes various types of tools and techniques to test, verify, troubleshoot, and resolve network problems.
  • Examine installation area for appropriate equipment environment.
  • Arrange for the installation of appropriate telecommunications cabinets and cabling systems. Monitor maintenance staff and vendor work to ensure it is completed following Department of Corrections' network cabling standards.
  • Install/upgrade network related equipment and software.
  • Prepare desktop equipment (PCs, laptops, printers, etc.) for installation.
  • Maintains the user environment by creating individual and group accounts and providing access to network resources such as shared files and network printers.
  • Arrange for delivery and install completed systems.
  • Run and terminate network cable to network components, i.e., servers, microcomputers, printers, and other peripherals.

Manage IT related projects as assigned by PSDC IT Management.
  • Reviews assigned project plans and tracks status of projects.
  • Resolves or escalates project related issues including project scope changes, timeframe concerns and project risks via established project reporting procedures.

Keep abreast of the microcomputer and mainframe computer hardware, software, applications and telecommunications used throughout the supported agencies through continued on-the-job training.
  • Work with software and applications on varying equipment platforms to become increasingly familiar with their operation.
  • Reviews technical manuals and other literature, attends seminars, conferences, and training classes to maintain currency with new information services, products, and IT developments.
  • Work with other PSDC IT staff to increase familiarity with their functions and how they support computer use throughout the supported agencies.
  • Develops procedural instructions and conducts formal classroom training and informal training for users
  • This position serves as a member of the client's Relocation Team.
  • Supports the Department of Corrections After Hours Support program.

Process surplus and third-party maintenance asset additions and deletions, etc., in the Service Now Asset System.
  • Fill out STD 552 (green tag) and STD 551 (DGS Electronic Property Disposition Report).
  • Acquire appropriate approvals.
  • Schedule pickup of surplus.
  • Process surplus and third-party maintenance asset additions and deletions, etc., in the ServiceNow Asset System.
  • Ensure processing instructions are kept up-to-date.