Technical Support Specialist - Emonics, LLC

Short Description:
Hybrid position - Telework eligible at the discretion of manager. On-site reporting required as needed to various locations within Southwest PA region. Submitted candidates should reside within this region and have reliable transportation.

Complete Description:
This position is responsible for providing remote support to the Western region, as well as hands on support to the Southwestern portion of the delivery center. The delivery center has multiple support locations in the SW including DEP regional & district offices, DCNR TopoGeo, as well as state park and forestry offices and AG racetracks.  Some of the offices supported are: 
•              131 Broadview Rd, New Stanton, PA 15672
•              25 Technology Dr, Coal Center, PA 15423
This position is a hybrid remote work model in which ability work from home will be at the hiring manager's discretion. Remote work schedule may vary with reasonable notice.

• Desired 2 + years of experience supporting Commonwealth of PA customers.
• Desired demonstrated experience with SCCM deployment processes and configurations.
• Respond to support and product use inquiries in a courteous and efficient manner with the goal of minimizing user downtime.
• The incumbent will perform the following; documenting problems, diagnosis, troubleshooting, imaging, configuration and installation of PC's, laptops, agency printers, scanners, software application assistance, etc.
• This person will perform as a Tier 2 Support team member requiring knowledge and adherence to CEDC member defined support processes, standards and requirements.
• This person will also be expected to provide direction to team members and participate in knowledge transfer and documentation when required.
• Operational support duties for approx. 5000 devices and individuals in 5 agencies is required
• OPS Tier 2 technical support may involve product user guidance, software and hardware installations, desktop data migration, desktop moves, and printer troubleshooting for repair.
• Capture all relevant data in incident management system and route incidents as necessary.
• Utilize remote and web tools to trouble shoot and resolve issues. These tools include SCCM Remote Tools, PRTG, remote desktop, remote registry modification, remote management using Active Directory, remote command line interface and Powershell Scripting.
• Assist with computer deployments including setup of new equipment and removal and surplus of outdated equipment.
• Use established CoPA Enterprise processes for all support activities.
• Tier 2 responsibilities include PC deployments, software installations, system hardware/software troubleshooting and remediation, other duties as assigned.
• Manages the administration of computer accounts, groups, mailboxes, resource accounts, and distribution lists via the account management application
• Develop, manage content, configure access management requirements for Operational Support Tier 2 support documents. Repository provides instructional content to support staff and acts as a knowledge base for Operational Support Staff needs. CEDC standards, documentation and high-level technical instructions are developed and housed on share.
• Comply with all CEDC and Commonwealth security policies and guidelines. Works to coordinate Commonwealth Information Security Office (CISO) policies and implementations within the CEDC. Researches, analyzes, reports, and makes recommendations on the capabilities and limitations of proposed CISO initiatives, software and policies as they affect CEDC IT and Program Area business.
• Assists in maintaining asset inventory in incident management system.
• Escalation of hardware issues to proper vendor as contracted.
• Work is assigned on an as-needed basis by direct supervisor and through the ServiceNow Support system. Must be able to work independently. Decision making is required to ensure the best customer service possible provided the resources available. Prioritization of projects and tasks is required. Direct contact with customers requires proper decision making in accordance with CEDC polices.

Skills:

	Skill	Required / Desired	Amount	of Experience	Expertise Rating	Move
	Demonstrated experience with SCCM deployment processes and configurations.	Required	2	Years
	Powershell scripting experience	Desired
	ServiceNow experience	Desired
	Experience supporting Commonwealth customers	Desired