Description:
This position is responsible for providing desktop and end user support for the Department of Labor & Industry (DLI) which consists of approximately 4000 users. This position supports the Daily operation of several bureaus within the DLI HQ building at651 Boas Street. This position will provide primary support to the Office of Vocational Rehabilitation (OVR). This position is responsible for addressing all assigned tasks and incidents associated with Desktop & End User problems to meet the information technology resource needs for all employees located in the Harrisburg central office, Harrisburg district office, and remote support for all field OVR.The skill level of this position requires the ability to act independently, work in team environments and have advanced proficiency and competence in a variety of IT platforms and technologies. There are two bureaus that make up OVR, Bureau Blindness Visual Services (BBVS) and Bureau of Vocational Rehabilitation Services (BVRS). This position serves as an expert in the following assistive technology software, JAWS, Zoom Text, Dragon Naturally Speaking Duxbury, Kurzwell, and Fusion. Also responsible for resolving unique hardware such as braille printing, and A/V communications
Responsibilities:
- Technical expertise in incident and change management via ServiceNow
- Experience providing support to assistive technology software and hardware
- Technical knowledge in workstation deployments and installation
- Expert knowledge with MS Office products and troubleshooting skills
- Performs hardware and software diagnostics
- Performs physical installation of IT equipment
- Excellent communication skills and assists customers to resolve issues
- Assist remote IT support teams
Required/Desired Skills & Abilities:
- Experience in assistive technology hardware and software Required 2 Years
- Experience in a desktop and end user support Required 4 Years
- Thorough knowledge and use of ServiceNow or understanding of asset management system Required 2 Years
- Knowledge of imaging workstations using MDT and/or SCCM Required 2 Years