Tier 2 support (PC, IOS, Hyena System Management)
Full Time • State of PA
State of PA - DOT-
Position: Tier 2 support (PC, IOS, Hyena System Management) - 751566 (Local Only/ Hybrid- 80% onsite & 20% remote)
Duration: Until 06/30/2025
Location: 1800 Daisy St, Clearfield, PA 16830
Closing Date: 11/21/2024
Description
PennDOT requires the services of a Workstation Specialist with advanced PC installation, support and troubleshooting experience to work with existing PennDOT IT team members to support users located at various offices, construction field site offices.
Complete Description
- PennDOT requires the services of a Workstation Specialist with advanced PC installation, support and troubleshooting experience to work with existing PennDOT/IED Delivery Center IT team members to support users located at various offices, construction field site offices, county stockpiles, and other remote offices throughout their geographic five-county region within the Commonwealth.
- The Workstation Specialist will be responsible for assisting IT staff by providing Tier 2 support for hardware and software and installation and troubleshooting services throughout District 2.
- Candidate must possess the ability to install and configure PC hardware, peripherals, and software in both a network (primarily) and stand-alone environments.
- The ability to use diagnostic software is required.
- The ability to read, understand and follow technical manuals, schematics, and documented processes in the English language is required.
- The ability to assemble and support a microcomputer system and multifunction printers, as well as install Cat5e and/or Cat6 cable runs and perform cable terminations is required.
- Specific knowledge required in LAN/WAN, TCP/IP, Remedy, MS Windows, RDP, and SCCM.
- The resource may also be required to document and follow technical processes.
- Strong communications, customer service skills, leadership, a high level of attention to detail, and the ability to function effectively in a fast-paced environment are also required.
- The Workstation Specialist will also be required to support all other areas of PennDOT including all units throughout the District Office, County Offices and Stockpiles, Traffic Management Center, Driver License Centers, Welcome Centers, and Department of Community and Economic Development (DCED) and PA Emergency Management Association (PEMA) remote sites, should the need arise.
Specific duties for the position include:
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. Upgrades or repairs existing PC equipment by replacing or adding memory, hard drives, and I/O cards as required.
H. Installs and tests images.
I. Plan, schedule, and track hardware deployments.
J. Install and troubleshoot Cat5e/6 network cabling, terminations, and patching.
K. 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 MDM 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. Microsoft Teams). 7. Document technical processes and/or update existing documentation, if needed. 8. Identify and recommend opportunities for efficiency gains.
Required Skills and Experience
1. Valid Driver s License.
2. Ability and flexibility to travel to areas outside of the designated region to other districts in PA to attend trainings, meetings, or assist other districts when required.
3. Experience installing, configuring and troubleshooting PC hardware/software in an enterprise LAN/WAN environment.
4. Experience installing and supporting laptops/docking stations.
5. Experience installing and supporting multifunction print devices.
6. Experience with Remedy or similar ticketing system.
7. Experience with premise cabling (installing Cat5e/6 cable and terminations).
8. Possess the following core competencies: continuous attention to detail, high performance in a fast-paced, multitasking environment, disciplined to follow established SOPs, and effective communication skills, both written and spoken, in the English language.
9. Experience with Cisco VPN router installation and support.
10. Experience with Active Directory.
11. Experience with Hyena System Management Software.
12. Experience with Microsoft System Center Configuration Manager.
13. Experience creating process documentation (strong writing skills).
14. Experience in project management.
15. Experience leading team deployments.
16. Experience reading and interpreting architectural and electrical plan sets used for remodeling facilities and/or building new facilities.
Compensation: $22.00 - $24.00 per hour
About SR International INC.
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are
Who We Are
We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision.
Our Vision.
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it’s important for us to maintain the quality resource pool.
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