IT Support Technician

1 week ago

Harrisburg, Pennsylvania, United States ATC Full time

Interview Format: Webcam

***Candidates must be located in the Harrisburg, PA Area. **

The selected individual will become a vital part of the Driver and Vehicle Services (DVS) District 7 IT Support Team based in Harrisburg.

This team is dedicated to providing support for workstations, laptops, Macs, and all associated peripherals (including printing, docking, and scanning issues).

  • The individual will be tasked with ensuring device compliance and operational health; this includes identifying PCs with malfunctioning SCCM clients, those that are not up to date with patches, or are reported to have software or operating system problems.
  • The IT Support Technician will assist IT personnel by delivering Tier 2 support for both hardware and software, as well as installation and troubleshooting services across District 7.
  • Candidates must demonstrate the capability to install and configure PC hardware, peripherals, and software in both networked (primarily) and standalone settings.
  • Proficiency in using diagnostic software is essential.
  • The ability to read, comprehend, and adhere to technical manuals, schematics, and documented procedures in English is required.
  • Skills in assembling and supporting microcomputer systems and multifunction printers, as well as installing Cat5e and/or Cat6 cabling and performing terminations, are necessary.
  • Specific knowledge in LAN/WAN, TCP/IP, Remedy, MS Windows, RDP, and SCCM is required.
  • The resource may also need to document and adhere to technical processes.
  • Strong communication, customer service skills, leadership, meticulous attention to detail, and the ability to thrive in a fast-paced environment are essential.
  • This team member may occasionally need to travel to various centers providing IT support assistance within the District 7 area.

Key Responsibilities

  • Monitor incident queues for issues, taking ownership and assisting customers as necessary.
  • Maintain all support tickets with up-to-date and thorough documentation.
  • Provide documentation on issue resolution for other teams as required.
  • Monitor and report on PC issues, escalate problems, and collaborate with other teams including SCCM, Active Directory, Security, and the IT Service Desk.
  • Actively contribute as an expert or designer.
  • Coordinate product design reviews to ensure compliance with quality standards and functional/technical requirements.
  • Provide accurate estimates for design and programming efforts related to system changes and enhancements.
  • Collaborate on enhancements to business and logical data models with database administration to implement necessary changes to the physical data model.
  • Confirm that technical architecture supports all changes required by product enhancements.
  • Effectively lead product tests and trials.
  • Identify suitable business examples to illustrate key concepts/features.
  • Anticipate, identify, track, and resolve issues and risks affecting personal work and the Application Team's work.
  • Develop contingency plans as necessary.
  • Apply specific expertise to ensure that products meet defined customer objectives.
  • Anticipate and resolve team-specific issues.
  • Determine time estimates and schedules for personal work and resolve issues promptly.
  • Identify and track issues, risks, and action items.

Required Skills and Experience

  • Required: Valid Driver's License
  • Required: 3+ years of experience in installing, configuring, and troubleshooting PC hardware/software in an enterprise LAN/WAN environment
  • Required: 3+ years of experience in installing and supporting laptops/docking stations
  • Required: 3+ years of experience in installing and supporting multifunction print devices
  • Required: 3+ years of experience with Remedy or a similar ticketing system
  • Required: 3+ years of experience with premise cabling (installing Cat5e/6 cable and terminations)
  • Required: Core competencies including continuous attention to detail, high performance in a fast-paced, multitasking environment, discipline in following established SOPs, and effective communication skills, both written and spoken, in English
  • Desired: Experience with Cisco VPN router installation and support
  • Desired: Experience with Active Directory
  • Desired: Experience with Hyena System Management Software
  • Desired: Experience with Microsoft System Center Configuration Manager
  • Desired: Experience in creating process documentation (strong writing skills)
  • Desired: Experience in project management
  • Desired: Experience in leading team deployments

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