Job Description

Client: State of Pennsylvania

Job Title: Help Desk Analyst

Duration: 12+ Months (Ext.)

Start Date: ASAP

Location: Mechanicsburg, PA 17050 (Onsite)

Position Type: Contract

Interview Type: MS-Teams

Requirement ID: SPA_HD340_VV

Position #: DOC - SA1 A4 SC1 (IT Generalist) (759340)

Required Skills:

1 Year of One year as an Information Technology Trainee or Information Technology Technician

1 Year of or One year of information technology experience in applications development or applications maintenance, ... (to be cont. below)

1 Year of networking or desktop services, web site development or web site design, or... (to be cont. below)

1 Year of other information technology support/administration services, and an associate's degree in any information technology field

3 years of information technology experience in applications development or applications maintenance, ... (to be cont. below)

3 Years of networking or desktop services, web site development or web site design, or other information technology support/administration services

Knowledge of information technology concepts and practices (Required)

Knowledge of the component parts of personal computers, peripherals, servers, and their associated functionality. (Required)

Knowledge of the functions and capabilities of hardware and software. (Required)

Knowledge of troubleshooting techniques. (Required)

Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.(Required)

Knowledge of networking concepts (Required)

Knowledge of the principles of information technology project management(Required)

Knowledge of hardware and software testing methods (Required)

Knowledge of the principles and techniques of information technology documentation (Required)

Knowledge of information technology systems performance monitoring techniques.(Required)

Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation (Required)

Ability to identify correct logic relationships and statements (Required)

Ability to analyze information in order to diagnose and troubleshoot technical problems .(Required)

Ability to communicate effectively both orally and in writing.(Required)

Ability to establish and maintain effective working relationships.(Required).

Department : Pennsylvania Department of State (DOS)

Description:

DEFINITION:

This is technical information technology (IT) work providing a variety of IT support functions.

An employee in this job performs IT duties that includes desktop hardware support, installing software per the required job duties of a user, adding network printers, supporting virtual desktops, setting up users with the proper access, providing updates on projects, working with various bureaus/sections to test software/hardware, and other duties that are assigned by IT management. Call center, help desk analyst, desktop support, and end user support experience are all valid for this position.

Work may involve serving as the point of contact for all IT needs, typically in a field location or business area, where work includes at least one technical element appropriate to this level.

Work is generally performed in a networked environment and involves the application of technical IT principles to manage information for the business area in accordance with Commonwealth and agency standards. Duties are performed with considerable independence and are subject to review by an administrative or technical supervisor for quality.

RESPONSIBILITIES/TASKS

• Assists in implementing, administering, and maintaining system security standards, policies, and procedures.

• Work in a centralized support capacity providing statewide technical assistance on desktop hardware, laptops, tablets, peripherals, and software, and establishing and implementing supported agencies’ hardware and software installation standards.

• Provide, review and/or submit request forms as needed for users to obtain computer systems access

• Participates in the investigation, analysis, and resolution of end-user security and resource access control problems.

• Administer network security. Add/change/delete user accounts, passwords, and account lockouts. Perform machine security patch and virus software upgrades.

• Assesses and recommends the most appropriate training option, such as in-house, out-service, and on-line, to address specific training needs.

• Develops original training materials, manuals, bulletins, on-line help, video, and other user aids.

• Responds to calls, emails, and walk-ins for assistance. Documents problems, and diagnostics. Troubleshooting, and resolving hardware, software, and network problems.

• Support virtual desktops. Provide access, troubleshooting, resolve software and configuration issues. Troubleshoot remote connections to virtual desktops.

• Work with other BIT staff to increase familiarity with their functions and how they support computer use throughout the supported agencies.

• Conducts formal in-service classroom IT training for users and technical staff.

• Maintains and recommends ongoing improvements to the agency’s project management methodology processes, standards, and associated documentation.

• Ensures that projects are clearly defined and that proper project management procedures and methods are used on existing projects and corrects deficiencies.

• Reviews project plans and tracks current status of projects.

• Resolves or escalates project related issues that may include project status and progress via project metrics, risk mitigations, contingencies, changes in scope, timeframe concerns, and program area or development issues.

• Manages IT projects following the agency’s or Commonwealth’s project management methodology.

• Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of information technology concepts and practices.

• Knowledge of the component parts of personal computers, peripherals, servers, and their associated functionality.

• Knowledge of the functions and capabilities of hardware and software.

• Knowledge of troubleshooting techniques.

• Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.

• Knowledge of networking concepts.

• Knowledge of the principles of information technology project management.

• Knowledge of hardware and software testing methods.

• Knowledge of the principles and techniques of information technology documentation.

• Knowledge of information technology systems performance monitoring techniques.

• Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation.

• Ability to identify correct logic relationships and statements.

• Ability to analyze information in order to diagnose and troubleshoot technical problems.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships

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