WorkStation Specialist - American Technology Consulting

This team member will report daily 100% onsite to the 4th floor of The KeystoneBuilding (located at 400 North Street, Harrisburg, PA 17120).There is metered, on-street/parallel parking in front of and around thebuilding. PennDOT is not responsible for parking costs. This position is 40hours per week. The general core business hours are within the 7 AM - 5 PM rangewith an half hour "working" lunch, but the exact work schedule will be discussedduring the interview. Is this understood?Candidate will be a member of the Driver and Vehicle Services (DVS) District 7IT Support Team supporting located in Harrisburg. This team is responsible forsupporting workstations, laptops, Macs, and all device peripherals (printissues, docking issues, scanning, etc.) The candidate will be responsible formaintaining device compliance and health; this includes tracking down PC’s thathave broken SCCM clients, are out of compliance with updates, or are reported tohave application or operating system issues. The Workstation Specialist will beresponsible for assisting IT staff by providing Tier 2 support for hardware andsoftware 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-aloneenvironments. The ability to use diagnostic software is required. The ability toread, understand and follow technical manuals, schematics, and documentedprocesses in the English language is required. The ability to assemble andsupport a microcomputer system and multifunction printers, as well as installCat5e and/or Cat6 cable runs and perform cable terminations is required.Specific knowledge required in LAN/WAN, TCP/IP, Remedy, MS Windows, RDP, andSCCM. The resource may also be required to document and follow technicalprocesses. Strong communications, customer service skills, leadership, a highlevel of attention to detail, and the ability to function effectively in afast-paced environment are also required. This team member will occasionally berequired to travel to Driver and Photo License Centers providing IT supportassistance with the possibility of assisting at other local facilities withinthe District 7 coverage area.Essential Responsibilities• Monitor incident queues for issues and take ownership and assist customers asrequired• 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 teamsincluding SCCM, Active Directory, Security, and the IT Service Desk.Required Skills and Experience1. Required: Valid Driver’s License2. Required: 3+ years experience installing, configuring and troubleshooting PChardware/software in an enterprise LAN/WAN environment3. Required: 3+ years experience installing and supporting laptops/dockingstations4. Required: 3+ years experience installing and supporting multifunction printdevices5. Required: 3+ years experience with Remedy or similar ticketing system6. Required: 3+ years experience with premise cabling (installing Cat5e/6 cableand terminations)7. Required: Possess the following core competencies: continuous attention todetail, high performance in a fast-paced, multitasking environment, disciplinedto follow established SOPs, and effective communication skills, both written andspoken, in the English language8. Desired: Experience with Cisco VPN router installation and support9. Desired: Experience with Active Directory10. Desired: Experience with Hyena System Management Software11. Desired: Experience with Microsoft System Center Configuration Manager12. Desired: Experience creating process documentation (strong writing skills)13. Desired: Experience in project management14. Desired: Experience leading team deployments• Actively contributes as an expert or actual designer.• Coordinates product design reviews to verify that design meets qualitystandards and functional/technical requirements.• Provides accurate estimates for design and programming efforts for systemchanges and enhancements.• Coordinates enhancements to business and logical data models with data baseadministration to make the appropriate changes to the physical data model.• Confirms that technical architecture will support all changes required byproduct 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 ownwork and work of the Application Team.• Develops contingency plans as necessary.• Applies specific expertise to ensure that products meet defined customerobjectives.• Anticipates and resolve issues specific to the team.• Determines time estimates and schedule for own work and resolve issues in atimely manner.• Identifies and tracks issues, risks and action items.