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ATC

Desktop Support

ATC
Montoursville, PA Full time Posted 2d ago
Active Directory Computer Skills Desktop Support Device Management End User Support Hardware Support Help Desk Support Identity and Access Management Information Technology (IT) IT Services ITSM Network Support Onsite Remedy Remote Desktop Remote Desktop Tools Service Desk Technical Support Windows
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Job Description

ATC is seeking a Desktop Support professional to serve as a Workstation Specialist, delivering Tier 2 hardware and software installation, configuration, and troubleshooting across field offices and district sites. This onsite role is based in Montoursville, PA, with travel across six counties to support endpoints and end users. The position emphasizes imaging, VPN setup, network cabling, inventory management, and end-user training.

Responsibilities

  • 1. Installs computer system hardware, software, and related peripherals in accordance with departmental procedures and technical manuals.
    • A. Installs and configures PC hardware and peripherals to meet user requirements.
    • B. Installs and troubleshoots Cisco VPN routers.
    • C. Connects/disconnects PCs and printers to the network or local device.
    • D. Assigns workstation names for PCs being added to the network using Active Directory.
    • E. Installs related software (Windows, applications, network drivers) needed for proper functioning of the complete system and all interconnected devices.
    • F. Installs and configures CISCO AnyConnect VPN software.
    • G. Installs and tests images.
    • H. Plan, schedule, and track hardware deployments.
    • I. Install and troubleshoot Cat5e/6 network cabling, terminations, and patching.
    • J. Train end users on use of newly deployed equipment and/or software.
  • 2. Provides direct support for workstation requests and issues.
    • A. Responds to workstation related trouble calls both on-site and remotely.
    • B. Provide PC related support to end users via in person, telephone and e-mail.
    • C. Process requests for enterprise user accounts.
    • D. Troubleshoots individual PC problems resulting from SCCM pushes.
    • E. Run SCCM reports and monitor workstations for compliance.
    • F. Creates and updates Remedy tickets.
  • 3. Garage Diagnostics Software.
    • A. Ensures mobile devices and adapters are kept current with latest patches, drivers, firmware, and software updates as well as routinely monitoring devices to ensure they are being connected to the LAN and receiving updates.
    • B. Masters the troubleshooting procedures and support requirements for the garage diagnostic software and adapters.
  • 4. Mobile iOS device support.
    • A. Configures and issues new iPhones and iPads.
    • B. Troubleshoots issues and provides training to users.
    • C. Monitors and updates devices in AirWatch Console.
  • 5. Ensure complete and accurate equipment inventory.
    • A. Unpacks/packs computer equipment.
    • B. Receives, checks in, and inventories equipment and reports all inventory transfers.
    • C. Records inventory information and updates Remedy Asset Management System.
    • D. Runs reports from Remedy Asset Management System.
    • E. Coordinate equipment deliveries and pickups with PennDOT staff.
  • 6. Telecommunications.
    • A. Support for telecommunication equipment and services, to include wiring, analog lines, VoIP sets, audio and video conference equipment, smartboards, web conferencing, and unified communications (i.e. Skype for Business).

Technologies

  • Remedy, Remedy Asset Management System
  • SCCM (Microsoft System Center Configuration Manager)
  • Active Directory
  • Hyena System Management Software
  • Microsoft Windows
  • RDP
  • Cisco VPN routers
  • Cisco AnyConnect VPN
  • Cat5e/6 cabling
  • AirWatch Console
  • LAN/WAN
  • TCP/IP

Required Skills and Experience

  • Required: Valid Driver’s License.
  • Required: Ability and flexibility to travel to other PA districts for trainings, meetings, or to assist other districts when required.
  • Required: 2+ years installing, configuring, and troubleshooting PC hardware/software in an enterprise LAN/WAN environment.
  • Required: 2+ years installing and supporting laptops/docking stations.
  • Required: 2+ years installing and supporting multifunction print devices.
  • Required: 2+ years experience with Remedy or a similar ticketing system.
  • Required: 2+ years experience with premise cabling (Cat5e/6 cable and terminations).
  • Required: Core competencies include meticulous attention to detail, high performance in a fast-paced multitasking environment, disciplined adherence to SOPs, and strong written and spoken English communication.
  • Desired: Experience with Cisco VPN router installation and support.
  • Desired: Experience with Active Directory.
  • Desired: Experience with Hyena System Management Software.
  • Desired: Experience with Microsoft System Center Configuration Manager.
  • Desired: Experience creating process documentation and strong writing skills.
  • Desired: Experience in project management.
  • Desired: Experience leading team deployments.
  • Desired: Experience reading and interpreting architectural and electrical plan sets used for remodeling facilities and/or building new facilities.

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