IT Support Specialist
2 weeks ago
Reference #:
POSITION OVERVIEW
Are you an adept problem solver with a passion for information technology (IT)? The Commonwealth of Pennsylvania offers a compelling opportunity for a dedicated IT Support Specialist within the Services and Support Division.
This role is integral to the internal customer support framework, functioning as part of the Help Desk Team that caters to an organization generating significant revenue through various retail and distribution channels.
The Help Desk serves as the primary contact point for service and support, addressing hardware, software, and procedural Point of Sale (POS) challenges, along with all IT-related inquiries.
WORK DESCRIPTION
The Help Desk supports a diverse client base, encompassing over 2,000 personal computers, more than 1,200 POS systems with related inventory management applications, network printers, and networking devices.
You will collaborate within a team structure in Information Technology Services (ITS), closely coordinating with other divisions and departmental offices to ensure compliance with procedural standards.
This is a first-level technical support role that involves troubleshooting based on established protocols and common resolutions.
Your duties will also include fielding inquiries from the public and retail locations, documenting all client interactions for efficient tracking from initial contact to resolution, and escalating issues to higher support levels as necessary.
Engage in challenging technical support scenarios with our team.For further details regarding this position, please refer to the position description.
WORK SCHEDULE AND ADDITIONAL INFORMATION:
Full-time position with standard work hours from 9:00 AM to 5:00 PM, following an alternating schedule, Monday to Friday, including a 30-minute lunch break.
TELEWORK OPTIONS:
There may be opportunities for full-time telework, requiring attendance at the office four times a month, depending on operational needs.
To qualify for telework, you must have a securely configured high-speed internet connection and work from an approved location within Pennsylvania.
If teleworking is not feasible, you will have the option to report to the headquarters office.SALARY:
Starting salary may be non-negotiable. Further communication regarding this position will be provided via email. Please check your email for updates.
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS:
Minimum experience and training requirements include:
- One year of experience as an IT Help Desk Technician; or
- An associate degree in an IT-related field; or
- Two years of experience in IT support services involving hardware and software installation, operation, and maintenance; or
- One year of experience in IT support services combined with completion of a one-year apprenticeship in the IT technical support field; or
- An equivalent combination of experience and training.
OTHER REQUIREMENTS:
You must meet the residency requirement for Pennsylvania. For more information on residency requirements, please refer to the relevant guidelines. You must be capable of performing essential job functions.
LEGAL REQUIREMENTS:
A background investigation is mandatory. Applicants with felony convictions within the last ten years are not eligible for employment. Other criminal convictions will be evaluated on a case-by-case basis.
APPLICATION PROCESS:
Resumes and cover letters will not be reviewed. Eligibility information must be provided in the application. If claiming education, attach a copy of your college transcripts.
Unofficial transcripts are acceptable. Applications must be submitted by the closing date. Late submissions will not be considered. Failure to comply with application requirements may result in disqualification.VETERANS:
Pennsylvania law provides employment preference for qualified veterans for many state and local government positions.
For more information on veterans' employment preferences, please refer to the appropriate resources.
If you require accommodations due to a disability during the interview process, please communicate your needs in advance.
EXAMINATION INFORMATION
Completing the application, including all supplemental questions, serves as your examination for this position. No additional testing is required.
Your score will be based on the detailed information provided in your application.
Ensure accurate and complete information to avoid disqualification. You may only apply/test once for this posting. Results will be communicated via email.The Commonwealth is an equal employment opportunity employer, committed to a diverse workforce.
The Commonwealth values inclusion and encourages diverse candidates to apply.
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