Technical Support Specialist

2 weeks ago


Harrisburg, Pennsylvania, United States ATC Full time

Job Overview:

This role is designed to deliver IT support via phone and email for the Conservation & Environment Delivery Center (CEDC), catering to Commonwealth employees across multiple agencies and boards, as well as the public utilizing CEDC online platforms.

Initial training will take place in a designated facility. Post-training, this position will transition to a remote work environment. The selected candidate must have a dedicated workspace equipped for a Commonwealth-provided computer and reliable internet access.

Key Responsibilities:


• Manage expectations effectively across all levels, including customers, end users, and executive stakeholders.


• Adhere to established quality standards.


• Oversee the team's open backlog of support requests, reallocating tasks as necessary to ensure timely resolution in accordance with service level agreements.


• Serve as the escalation point for urgent support issues.


• Provide recommendations regarding policies related to system usage and services.


• Act as a subject matter expert for specific custom or commercial off-the-shelf applications.


• Collaborate with programmers to clarify software issues or suggest modifications to applications.


• May function as an in-house consultant, exploring alternative solutions to existing software and hardware challenges when standard methods are insufficient.


• Prepare evaluations and recommendations for software and hardware for management consideration.


• Create or update user training manuals and procedures.


• Develop training resources, including exercises and visual aids.


• Offer technical assistance, support, and guidance to end users regarding hardware, software, and systems.


• Provide hands-on technical support to both business and technical users.


• Diagnose and resolve software and hardware issues faced by users.


• Act as a contact point for level 1 support.


• Assist users experiencing difficulties with software, hardware, and operating systems, escalating issues as required.


• Identify whether issues stem from hardware, software, or system-related causes.


• Respond to inquiries by leveraging knowledge of computer software, hardware, systems, and procedures.


• Collaborate with both technical and non-technical colleagues to investigate problems and identify solutions.


• Guide users through diagnostic procedures via telephone, utilizing diagnostic software or following instructions.


• Familiarity with various call-tracking software and systems is essential.


• Stay updated with industry knowledge through trade publications and independent study.


• Uphold quality standards while demonstrating strong customer service skills.


• Work effectively within a team environment.


• Complete assigned responsibilities efficiently.


• Exhibit strong communication skills, both written and verbal.

Required Qualifications:

Minimum of 5 years of experience in Help Desk support.



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