PennDOT

PennDOT - Emerging PS1 (639392) Wellsboro, PA 16901

[Wellsboro, PA, 16901] |   2021-11-23 23:49:14

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Job Code : 639392

Role Description:

End-user Support

•            Provides technical assistance, support, and advice to technical and non-technical end-users calling for support of their IT hardware or software assets or needs.

•            Creates and escalates Remedy trouble tickets to PM Engineers, tier two ITSD staff, and/or third-party service providers to ensure the quick resolution of IT issues.

•            Works with PM Engineers, IED staff and contracted personnel, and/or third-party providers as needed.

•            Researches and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.

•            Follows IT Service Desk procedures and Network Operator run books and makes recommendations when improvements are needed.

•            Promptly and properly escalates high priority issues.

Monitoring & Maintenance

•            Actively monitors the status of the IED network and attached assets using established tools and promptly initiates appropriate actions.

•            Actively monitors logs to ensure the successful completion of scheduled tasks.

•            Actively monitors the Remedy ticket queue.

•            Responds to outages and system failures using established escalation processes.

•            Monitors the network operator inbox for any event messages and initiates action as needed.

•            Monitors Server Farm building access.

•            Proactively identifies and resolves problems.

Communication

•            Acts as the primary information technology contact for all IED employees and business partners outside of regular business hours. 

•            Monitors the developer hotline during coverage hours.

•            Issues network status updates using established procedures.

•            Follows quality standards and displays strong customer service skills.

Routine Tasks

•            Participates in account administration, including password resets, restores, and account moves via established Enterprise systems and operating procedures.

•            Assists the daytime network operators with outstanding tasks.

•            Updates network operator documentation and run books.

•            Participates in disaster recovery.

•            Completes assigned tasks.

Required Skills:

•            Possesses excellent communication skills; both written and spoken

•            Ability to be clearly understood and has excellent phone etiquette

•            Ability to support end-users with varying IT skillsets

•            Ability to follow directions, especially when using established run books, documentation, and delivery center standard operating procedures

•            Ability to adapt to change

•            Detail oriented and resourceful

•            Excellent organizational skills

•            Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution

•            Experience with incident management, call tracking, and ticketing software

•            Basic Active Directory experience

•            Strong knowledge of Microsoft-based products with an emphasis on Windows 10 and the Office 365 Suite

•            Preferred 2+ years previous systems administrator, help desk, and/or call center experience