Tech Support - End-Point Device Support & Management

Job Description

Job Description

Job Description:
This Tech Support, End-Point Device Support, & Management position will work closely with Security Team, Network Team, Application Teams/Developers, Business Areas and End-Users.

 
***This requisition is funded through 6/30/27, so use that date in the RTR. Please note contract end date is dependent on the final schedule and projected needs.***
***This position will be required to be first three months in office (5 North 5th Street, Harrisburg, PA 17101) with hybrid work depending on operational needs. Days when the employee can telework will be rotated with an in-office rotation. On average would be 3 days a week. This schedule will be discussed during the virtual interview via Teams with the candidate's participation with video-enabled.***

Key Responsibilities:

• You will be a team member of the Technical Services Support Team. 
• This position will be primarily responsible for client endpoint support for laptops, tablets, mobile phones to include troubleshooting and maintenance of the following:
• Create PowerShell scripts for reporting and automation.
• Microsoft Teams – video, meetings, collaboration support.
• Office 365 productivity application support.
• Troubleshoot desktop/laptop/mobile device issues – hardware and software.
• Utilize SCCM, Intune, and AD Group Policies to keep devices updated, distribute software, and apply controls to maintain security of end-point devices.

 
Qualifications/Requirements

• Expert Level - composing clear well formatted technical documentation for end-users and technical support teams.
• Expert Level - providing Microsoft Windows OS support in an enterprise environment.
• Expert Level - SCCM and MDM to manage Windows, iOS, and Android end user devices.
• Highly Proficient - Active Directory, Groups/Users/Group Policy Management. 
• Highly Proficient - installing, configuring, supporting apps on mobile phones in an enterprise environment.
• Highly Proficient - supporting Microsoft Teams issues, conference room setup and support.
• Highly Proficient - supporting mobile users, laptops/tablets/smart phones.
• Highly Proficient - troubleshooting web browser application issues.
• Proficient - scripting skills (VB Script, PowerShell).

 
Desired Characteristics

• Change oriented – actively generates process improvements; supports and drives change and confronts difficult circumstances in creative ways.
• Demonstrated customer focus, building strong customer relationships, and providing timely and courteous technical support. 
• Strong analytical skills – strong problem-solving skills, can communicate in a clear manner and effectively evaluates information to make decisions; anticipates obstacles and develop plans to resolve them.
• Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources.
• Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities.

Required/Desired Skills
1-2 years' experience troubleshooting and maintenance of Technical Support, End-Point Device Support, & Management  Required                                 
Client endpoint support for laptops, tablets, and mobile phones     Required                                 
Creating PowerShell scripts for reporting and automation    Required                                 
Microsoft Teams – video, meetings, collaboration support   Required                                 
Office 365 productivity application support   Required                     
Troubleshooting desktop/laptop/mobile device issues – hardware and software   Required          
Utilize SCCM, Intune, & AD Group Policies to keep devices updated, distribute software, & apply controls to maintain security of end-point devices          Required                     
Composing clear well formatted technical documentation for end-users and technical support teams            Required                                 
Providing Microsoft Windows OS support in an enterprise environment     Required                     
SCCM and MDM to manage Windows, iOS, and Android end user devices  Required                     
Active Directory, Groups/Users/Group Policy Management Highly desired              
Installing, configuring, supporting apps on mobile phones in an enterprise environment   Highly desired              
Supporting Microsoft Teams issues, conference room setup and support    Highly desired             
Supporting mobile users, laptops/tablets/smart phones       Highly desired                         
Troubleshooting web browser application issues      Highly desired             
Scripting skills (VB Script, PowerShell)           Nice to have    
Change oriented – actively generates process improvements; supports and drives change and confronts difficult circumstances in creative ways         Desired                        
Demonstrated customer focus, building strong customer relationships, and providing timely and courteous technical support        Desired                                    
(1 of 2) Strong analytical skills – strong problem-solving skills, can communicate in a clear manner & effectively evaluates info to make decisions  Desired 
(2 of 2) anticipates obstacles and develop plans to resolve them.    Desired                                    
Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources           Desired                        
Strong track record of understanding & interest in current & emerging technologies demonstrated through training, job exp. &/or industry activities      Desired            

 
Questions
No.      Question         Comments
Do you understand, and will abide by, the provision in your subcontract with OST that it is PROHIBITED for government equipment to be taken or used outside of the United States by your contractors? The consequences of this occurring can and will result in repercussions to you, the prime vendor, regardless if the candidate works for a sub-vendor of yours. It will also result in immediate termination of the contractor, and make them ineligible for rehire in the program. 
Where does your candidate currently reside (e.g. city, state)?         
Resume wise, please do not include filler material (e.g. describing a company's core capabilities/description). Please only include relevant info (e.g. what was done at the job/project). Is this reflected in the resume?            
This position is 37.5 hours per week. Is this understood?      
Inaccurate responses to the skills above will result in your company being omitted from future PSERS requisitions. The skills (and applicable experience) must also be explicitly referenced in the candidate resume. Have you confirmed that the responses to the skills above are accurate and reflect the actual experience the candidate possesses? 
If you elect to, please provide your candidate's e-mail address and phone number under Summary of Qualifications (seen in the Details tab). This should never be in the resume. Did you do that?       
This req features interview via Teams. In order to deter fake candidate, scam the candidate must present a valid photo ID to the camera at the start of the interview. They also must pan the camera 360 degrees in the fixed room for the panel to see to make sure they're the only person in the room during the interview. Do you accept these conditions?