Information Technology Generalist 1

THE POSITION

Are you self‑motivated, detail oriented, and enjoy solving problems? As an Information Technology Generalist 1, you will join a team that values service, learning, and collaboration. This position provides applications, network, and desktop support in addition to assisting in ensuring our Delivery Center receives superior customer service. Apply today and bring your energy to a team that supports essential state services.

DESCRIPTION OF WORK

This position supports several Commonwealth agencies by providing essential first level IT assistance in a fast‑paced service desk environment, taking user calls and emails. As an Information Technology Generalist 1, you will perform the following duties: Technical Support: Provide first level assistance for hardware, software, VPN, and network issues, escalating appropriate tickets to Tier 2 technical teams Service Desk Tasks: Manage incoming contacts, document incidents, and guide users through troubleshooting Account Management: Create, modify, and maintain user accounts and access permissions across multiple systems Issue Resolution: Analyze incidents and use technical judgment to resolve problems or upscale when needed Access Support: Diagnose and resolve authentication, profile, and connectivity issues to maintain secure system access Communication Duties: Monitor outages and disruptions and coordinate communication to support continuity of services Work Schedule and Additional Information Full‑time employment Work hours are 7:00 AM to 3:30 PM, Monday – Friday, with 60‑minute lunch. Telework: You may have the opportunity to work from home (telework) part‑time, five days of telework per pay period after completing training. To telework, you must have a securely configured high‑speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview. Salary: In some cases, the starting salary may be non‑negotiable. You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices. Required Experience, Training & Eligibility

QUALIFICATIONS

One year as an Information Technology Trainee or Information Technology Technician (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or Three years of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services; or One year of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services, and an associate's degree in any information technology field; or An equivalent combination of experience and training. Other Requirements: This particular position also requires: a minimum of three years of full‑time mainframe account management experience, including creating accounts, creating groups, resetting passwords, revoking accounts, and auditing accounts a minimum of two years of full‑time experience utilizing Genesys Automatic Call Distribution and BMC ticketing software You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency. You must be able to perform essential job functions. Legal Requirements You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirement How to Apply Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education). If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable. Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted. Failure to comply with the above application requirements may eliminate you from consideration for this position. All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information. Veterans Pennsylvania law (51 Pa. C.S. 7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to and click on Veterans. Telecommunications Relay Service (TRS) 711 (hearing and speech disabilities or other individuals). If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date. The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

EXAMINATION INFORMATION

Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam). Your score is based on the detailed information you provide on your application and in response to the supplemental questions. Your score is valid for this specific posting only. You must provide complete and accurate information or: Your score may be lower than deserved. You may be disqualified. You may only apply/test once for this posting. Your results will be provided via email. #J-18808-Ljbffr Commonwealth of Pennsylvania