Level 2 Technical Support

4 weeks ago

Harrisburg, United States Technovision Inc. Full time

Our direct client is looking for a Level 2 Technical Support for a 100% Onsite Long-term contract position in Harrisburg, PA.

Note:
- This requisition requires only a virtual interview via Teams with video-enabled.
- This team member will report daily 100% onsite to the 4th floor of The Keystone Building (located at 400 North Street, Harrisburg, PA 17120).
- This position is 40 hours per week.

JOB DESCRIPTION:
- Candidate will be a member of the Driver and Vehicle Services (DVS) District 7 IT Support Team supporting located in Harrisburg.
- This team is responsible for supporting workstations, laptops, Macs, and all device peripherals (print issues, docking issues, scanning, etc.)
-The candidate will be responsible for maintaining device compliance and health; this includes tracking down PC’s that have broken SCCM clients, are out of compliance with updates, or are reported to have application or operating system issues.
- The Workstation Specialist will be responsible for assisting IT staff by providing Tier 2 support for hardware and software and installation and troubleshooting services throughout District 7.
- Candidate must possess the ability to install and configure PC hardware, peripherals, and software in both a network (primarily) and stand-alone environments.
- The ability to use diagnostic software is required. The ability to read, understand and follow technical manuals, schematics, and documented processes in the English language is required.
- The ability to assemble and support a microcomputer system and multifunction printers, as well as install Cat5e and/or Cat6 cable runs and perform cable terminations is required.
- Specific knowledge required in LAN/WAN, TCP/IP, Remedy, MS Windows, RDP, and SCCM.
- The resource may also be required to document and follow technical processes.
- Strong communications, customer service skills, leadership, a high level of attention to detail, and the ability to function effectively in a fast-paced environment are also required.

Essential Responsibilities:
- Monitor incident queues for issues and take ownership and assist customers as required
- Keep all support tickets up to date and well documented
- As required, provided documentation on issue resolution for other teams
- Monitor and report on PC issues, escalate issues; work with other teams including SCCM, Active Directory, Security, and the IT Service Desk.
- Actively contributes as an expert or actual designer.
- Coordinates product design reviews to verify that design meets quality standards and functional/technical requirements.
- Provides accurate estimates for design and programming efforts for system changes and enhancements.
- Coordinates enhancements to business and logical data models with data base administration to make the appropriate changes to the physical data model.
- Confirms that technical architecture will support all changes required by product enhancements.
- Effectively leads product tests and trials.
- Identifies appropriate business examples to illustrate key concepts / features.
- Anticipates, identifies, tracks, and resolves issues and risks affecting own work and work of the Application Team.
- Develops contingency plans as necessary.
- Applies specific expertise to ensure that products meet defined customer objectives.
- Anticipates and resolve issues specific to the team.
- Determines time estimates and schedule for own work and resolve issues in a timely manner.
- Identifies and tracks issues, risks and action items.

SKILL MATRIX:
- Experience installing, configuring and troubleshooting PC hardware/software in an enterprise LAN/WAN environment. - Required
- Experience installing and supporting laptops/docking stations. - Required
- Experience installing and supporting multifunction print devices. - Required
- Experience with Remedy or similar ticketing system. - Required
- Experience with premise cabling (installing Cat5e/6 cable and terminations). - Required
- Valid Driver’s License - Required
- Possess the following core competencies: continuous attention to detail, high performance in a fast-paced, multitasking environment, - Required
- Disciplined to follow established SOPs, and effective communication skills, both written and spoken, in the English language. - Required
- Experience with Cisco VPN router installation and support. - Plus to have
- Experience with Active Directory. - Plus to have
- Experience with Hyena System Management Software. - Plus to have
- Experience with Microsoft System Center Configuration Manager (SCCM). - Plus to have
- Experience creating process documentation (strong writing skills). - Plus to have
- Experience in project management. - Plus to have
- Experience leading team deployments. - Plus to have

Question 1: This position is 40 hours per week. The general core business hours are within the 7 AM - 5 PM range, but the exact work schedule will be discussed during the interview. Is this understood?
Question 2: This position is 100% onsite. Are you ok with this?
Question 3: Is your candidate local to the Harrisburg, PA Area? Where does your candidate currently reside (e.g. city, state)?
Question 4: Occasionally need to travel to Driver and Photo License Centers providing IT support assistance with the possibility of assisting at other local facilities within the District 7 coverage area. Are you ok with it?
Question 5: Do you have a valid Driver's License and a personal vehicle?
Question 6: If required, are you able to travel to areas outside of the designated region to other districts in PA to attend trainings, meetings, or assist other districts? Are you ok with this?
Question 7: Do you understand, and will abide by that it is PROHIBITED for government equipment to be taken or used outside of the United States by the contractor? The consequences of this occurring can and will result in Legal repercussions. Are you ok with this?
Question 8: This requisition will feature first round interviews via Teams. In order to deter a fake candidate scam the candidate must present a valid photo ID to the camera at the beginning of the interview. They also must pan the camera 360 degrees in the fixed room for the panel to see to make sure they are the only person in the room during the interview. Do you accept these conditions?
Question 9: There is metered, on-street/parallel parking in front of and around the building. Client is not responsible for parking costs. Are you ok with it?

Location: 100% Onsite, 400 North Street, Harrisburg, PA 17120.
Type: Long term contract

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