Description

Description:

  • This position is responsible for providing desktop and end user support for the Department of Labor & Industry  which consists of approximately 4000 users.
  • This position supports the Daily operation of several bureaus within the client HQ building at651 Boas Street in Harrisburg.
  • This position will provide primary support to the Office of Vocational Rehabilitation (OVR).
  • This position is responsible for addressing all assigned tasks and incidents associated with Desktop & End User problems to meet the information technology resource needs for all employees located in the Harrisburg central office, Harrisburg district office, and remote support for all field OVR.
  • The skill level of this position requires the ability to act independently,work in team environments and have advanced proficiency and competence in a variety of IT platforms and technologies.
  • There are two bureaus that make up OVR, Bureau Blindness Visual Services (BBVS) and Bureau of Vocational Rehabilitation Services (BVRS).
  • This position serves as an expert in the following assistive technology software, JAWS, Zoom Text, Dragon Naturally Speaking Duxbury, Kurzwell, and Fusion.
  • Also responsiblefor resolving unique hardware such as braille printing, and A/V communications.

Essential Responsibilities

  • Technical expertise in incident and change management via ServiceNow
  • Experience providing support to assistive technology software and hardware
  • Technical knowledge in workstation deployments and installation
  • Expert knowledge with MS Office products and troubleshooting skills
  • Performs hardware and software diagnostics
  • Performs physical installation of IT equipment
  • Excellent communication skills and assists customers to resolve issues
  • Assist remote IT support teams

Qualifications/Requirements

  • Minimum 2 years of experience in assistive technology hardware and software.
  • Minimum 4 years of experience in a desktop and end user support.
  • Strong history of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities.
  • Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources.
  • Demonstrated customer focus, building strong customer relationships.
  • Strong analytical skills – strong problem-solving skills, can communicate in a clear manner through multiple mediums and effectively evaluates information as well as data to make decisions; anticipates obstacles and develops plans to resolve.
  • Change oriented – actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways.

List of Skills:

  • Thorough knowledge and use of ServiceNow or understanding of asset management system
  • Expert knowledge and use of Windows OS and O365Office products
  • Excellent customer service awareness and communication skills
  • Excellent troubleshooting and problem-solving skills
  • Knowledge of hardware desktop, printer, scanner,video conference equipment
  • Knowledge of software installation, patching and troubleshooting
  • Knowledge of imaging workstations using MDT and/or SCCM
  • Ability to transport/lift boxes/equipment
  • Knowledge of VPN setup, support and install
  • Able to resolve technical issues with users over the phone
  • Knowledge of active directory users and privileges
  • Ability to think and act under pressure

Key Skills
Education

Any Graduate

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