IT Support Technician - American Technology Consulting

This position is responsible for providing remote support to the Western region,as well as hands on support to the Southwestern portion of the delivery center.The delivery center has multiple support locations in the SW including DEPregional & district offices, DCNR TopoGeo, as well as state park and forestryoffices and AG racetracks. Some of the offices supported are:• 131 Broadview Rd, New Stanton, PA 15672• 25 Technology Dr, Coal Center, PA 15423This position is a hybrid remote work model in which ability work from home willbe at the hiring manager’s discretion. Remote work schedule may vary withreasonable notice.Desired 2 + years of experience supporting Commonwealth of PA customers.Desired demonstrated experience with SCCM deployment processes andconfigurations.Respond to support and product use inquiries in a courteous and efficient mannerwith the goal of minimizing user downtime.The incumbent will perform the following; documenting problems, diagnosis,troubleshooting, imaging, configuration and installation of PC’s, laptops,agency printers, scanners, software application assistance, etc.This person will perform as a Tier 2 Support team member requiring knowledge andadherence to CEDC member defined support processes, standards and requirements.This person will also be expected to provide direction to team members andparticipate in knowledge transfer and documentation when required.Operational support duties for approx. 5000 devices and individuals in 5agencies is requiredOPS Tier 2 technical support may involve product user guidance, software andhardware installations, desktop data migration, desktop moves, and printertroubleshooting for repair.Capture all relevant data in incident management system and route incidents asnecessary.Utilize remote and web tools to trouble shoot and resolve issues. These toolsinclude SCCM Remote Tools, PRTG, remote desktop, remote registry modification,remote management using Active Directory, remote command line interface andPowershell Scripting.Assist with computer deployments including setup of new equipment and removaland surplus of outdated equipment.Use established CoPA Enterprise processes for all support activities.Tier 2 responsibilities include PC deployments, software installations, systemhardware/software troubleshooting and remediation, other duties as assigned.Manages the administration of computer accounts, groups, mailboxes, resourceaccounts, and distribution lists via the account management applicationDevelop, manage content, configure access management requirements forOperational Support Tier 2 support documents. Repository provides instructionalcontent to support staff and acts as a knowledge base for Operational SupportStaff needs. CEDC standards, documentation and high-level technical instructionsare developed and housed on share.Comply with all CEDC and Commonwealth security policies and guidelines. Works tocoordinate Commonwealth Information Security Office (CISO) policies andimplementations within the CEDC. Researches, analyzes, reports, and makesrecommendations on the capabilities and limitations of proposed CISOinitiatives, software and policies as they affect CEDC IT and Program Areabusiness.Assists in maintaining asset inventory in incident management system.Escalation of hardware issues to proper vendor as contracted.Work is assigned on an as-needed basis by direct supervisor and through theServiceNow Support system. Must be able to work independently. Decision makingis required to ensure the best customer service possible provided the resourcesavailable. Prioritization of projects and tasks is required. Direct contact withcustomers requires proper decision making in accordance with CEDC polices.