Service Desk Analyst

DOC - SA1 A4 SC1

Location: Mechanicsburg, PA 17050 Client: State of PA

This requisition requires an in-person interview at the work site (DOC Central Office, 1920 Technology Parkway, Mechanicsburg, PA 17050). Start date for this position is as soon as possible pending a compliant PATCH and passing the DOC-related background check. This requisition's current PO is funded through 6/30/25, but will be extended. Contract end date is dependent on the final schedule and projected needs. Historically additional funding should then last a year and occur from 7/1/25-6/30/26.

Do not resubmit candidates from previously released req # 737705. Work Location: Public Safety Delivery Center - Dept of Corrections 1920 Technology Parkway, Mechanicsburg, PA 17050. Remote work is an option but is not a guarantee. After 6 months of on-the-job training, the manager will make the final decision of whether to allow this, based on job performance and understanding of the role.

Description of Duties

• Able to coordinate, communicate, document, track progress and status on initiatives.

• Familiarization with project management concepts.

• Responds to management’s special requests for asset information.

• Maintains, tracks, and prepares Chain of Custody documentation for all end-of-life equipment returned for surplus.

• Prepares surplus equipment for proper disposal in accordance with DGS / PSDC requirements.

• Recommends and coordinates IT asset replacements, upgrades, and enhancements schedules.

• Develops, documents, and initiates processes that involve IT asset installations, relocations, and changes.

• Provides technical guidance on IT assets for procurement documents and agency requisitions preparation.

• Responds to Service Desk tickets requiring Level 2 asset management attention.

• Provides technical services to analyze, recommend, and implement proposed new phases of the ServiceNow Asset Management module.

• Processes ServiceNow updates and reconciliations identified through physical inventory reports returned from the field.

• Provide level 2 troubleshooting and technical problem resolution related to PC hardware, software and peripherals. Utilizes ServiceNow to identify, track and resolve issues.

• Utilizes Microsoft Systems Center Configuration Manager to run available hardware and software reports.

• Create documentation for technical staff and end user.

• Utilizes Microsoft Systems Center Configuration Manager to image laptop and desktop hardware.

• Familiar with video conferencing platforms, conference room VC setups, troubleshooting.

• Familiar VMware Virtual Desktop Infrastructure.

• Utilizes AirWatch WorkspaceOne to perform administrative tasks, such as reporting and compliance for Windows modern managed devices.