IT Support

This IT Support position provides Tier 2 hardware and software installation, support, and troubleshooting for PennDOT IT users across district and remote field sites. The role requires travel across multiple counties and is based onsite in Montoursville, PA.

Responsibilities

• Install and configure computer hardware, software, and related peripherals in accordance with departmental procedures and technical manuals.
• Configure PC hardware and peripherals to meet user requirements.
• Deploy and troubleshoot Cisco VPN routers.
• Connect and disconnect workstations and printers to networks or local devices.
• Assign hostnames for new PCs using Active Directory.
• Install essential software components, including Windows, applications, and network drivers, to ensure proper system functionality and interoperability among devices.
• Install and configure Cisco AnyConnect VPN software.
• Create and verify system images through testing processes.
• Plan, schedule, and monitor hardware deployments.
• Install and troubleshoot Cat5e/6 network cabling, terminations, and patch panels.
• Provide end-user training on newly deployed equipment and software.
• Respond to workstation related trouble calls on-site and remotely.
• Deliver PC related support to end users via in-person, phone, and email channels.
• Process requests for enterprise user accounts.
• Troubleshoot PC issues resulting from SCCM pushes.
• Run SCCM reports and monitor workstations for compliance.
• Create and update tickets in the Remedy helpdesk system.
• Maintain mobile devices and adapters with latest patches, drivers, firmware, and software updates, and monitor connectivity to the LAN.
• Develop expertise in garage diagnostic software and adapters troubleshooting procedures.
• Configure and provision new iPhone and iPad devices.
• Troubleshoot issues and provide user training as needed.
• Monitor and update devices in the AirWatch Console.
• Receive, check in, and inventory computer equipment, reporting all inventory transfers.
• Record inventory data and update the Remedy Asset Management System; run related reports.
• Coordinate equipment deliveries and pickups with PennDOT staff.
• Provide support for telecommunication equipment and services, including wiring, analog lines, VoIP sets, audio and video conference equipment, smartboards, web conferencing, and unified communications such as Skype for Business.
• Identify and recommend opportunities to improve operational efficiency.

Requirements

• Valid Driver’s License.
• Ability and flexibility to travel to other districts in PA to attend trainings, meetings, or assist other districts when required.
• 2+ years experience installing, configuring and troubleshooting PC hardware/software in an enterprise LAN/WAN environment.
• 2+ years experience installing and supporting laptops/docking stations.
• 2+ years experience installing and supporting multifunction print devices.
• 2+ years experience with Remedy or similar ticketing system.
• 2+ years experience with premise cabling (installing Cat5e/6 cable and terminations).
• Core competencies including continuous attention to detail, high performance in a fast-paced multitasking environment, disciplined adherence to SOPs, and strong written and spoken English communication skills.
• 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: Project management experience.
• Desired: Experience leading team deployments.
• Desired: Experience reading and interpreting architectural and electrical plan sets used for remodeling facilities or building new facilities.

Technologies

• Windows
• SCCM (Microsoft System Center Configuration Manager)
• Remedy (remedy ticketing system)
• Remedy Asset Management System
• Active Directory
• Cisco VPN routers
• Cisco AnyConnect VPN
• Cat5e/Cat6 cabling
• RDP
• LAN/WAN
• TCP/IP
• Hyena System Management Software
• AirWatch Console