System Specialist - ProRec Resource Solutions

System Specialist

Client: OST Global for the Pennsylvania Department of Labor and Industry

Location: 100% On-Site at 651 Boas Street Harrisburg, PA

Residency Requirements: Candidates must reside within a commutable distance from Harrisburg, Pennsylvania, and hold either a valid U.S. Green Card or U.S. citizenship.

Screening Requirements: Due to increases in the amount of fraud recently, all candidates must provide official identification displaying their current home address and photograph as part of the application process. Identity verification will be conducted through a video call prior to consideration for the position.

Summary: The System Specialist is responsible for providing comprehensive desktop and end-user support for the Department of Labor & Industry (DLI), supporting approximately 4,000 users. This role ensures the seamless daily operation of several bureaus within the DLI headquarters located at 651 Boas Street, Harrisburg.

Key Responsibilities:

• Deliver desktop support for Windows and Mac operating systems.
• Troubleshoot COTS applications, in-house applications, VPN and VDI connectivity, software installations/removals, and hardware issues.
• Deploy, replace, and maintain hardware including desktops, laptops, and printers.
• Perform printer setups, resolve networking issues, and coordinate onsite vendor repairs.
• Image desktops/laptops using MDT and/or SCCM.
• Resolve 80-90% of assigned incident tickets through collaboration with IT teams, vendors, and users.

Required Skills & Qualifications:

1. Service Management: Proficiency in ServiceNow or a similar asset management system.
2. Operating Systems & Applications: Expert knowledge of Windows OS and O365 Office products.
3. Customer Service: Strong customer service orientation and communication skills.
4. Problem Solving: Excellent troubleshooting and problem-solving capabilities.
5. Hardware Knowledge: Familiarity with desktop, printer, scanner, and video hardware.
6. Software Management: Experience with software installation, patching, and troubleshooting.
7. Workstation Imaging: Ability to image desktops/laptops using MDT and/or SCCM.
8. Physical Capability: Ability to transport and lift boxes/equipment as needed.
9. Team Collaboration: Ability to work independently and as part of a team.
10. VPN Management: Experience with VPN setup, support, and installation.
11. Remote Support: Ability to resolve technical issues over the phone.
12. Active Directory: Knowledge of managing Active Directory users and permissions.
13. Wireless Support: Experience setting up and supporting wireless workstations.
14. Critical Thinking: Ability to think clearly and act effectively under pressure.
15. Organization: Strong organizational and task management skills.
16. Professionalism: High level of professionalism and dedication to service excellence.

This role requires a proactive, resourceful, and skilled IT professional dedicated to maintaining high service standards while supporting a large and dynamic user base.