IT Support Analysts - District 11 - Allegheny County

Job Description

Job Description

Job Description:
Candidate will be a member of the district 11 IT Support Team located in Bridgeville. This team is responsible for supporting workstations, laptops, Macs, and all device peripherals (print issues, docking issues, scanning, etc.) The candidate will be responsible for maintaining device compliance and health; this includes tracking down PC’s that have broken SCCM clients, are out of compliance with updates, or are reported to have application or operating system issues. The Specialist will be responsible for assisting IT staff by providing Tier 2 support for hardware and software and installation and troubleshooting services throughout District 11. Candidate must possess the ability to install and configure PC hardware, peripherals, and software in both a network (primarily) and stand-alone environments. The ability to use diagnostic software is required. The ability to read, understand and follow technical manuals, schematics, and documented processes in the English language is required. The ability to assemble and support a microcomputer system and multifunction printers. Specific knowledge required in LAN/WAN, TCP/IP, Remedy, MS Windows, RDP, InTune and SCCM. The resource may also be required to document and follow technical processes. Strong communications, customer service skills, leadership, a high level of attention to detail, and the ability to function effectively in a fast-paced environment are also required. This team member will be providing IT support assistance within the district 11 coverage area.

This requisition will feature first round interviews via Teams.
Start date for this position is as soon as possible.
This position is 80% onsite & 20% remote. The individual in this position will pick up their commonwealth-issued equipment from the district 11 Office (45 Thoms Run Road, Bridgeville, PA 15017) and badging could very well be done during the first week too. The work schedule will be discussed during the interview.

Essential Responsibilities:

• Monitor incident queues for issues and take ownership and assist customers as required
• Keep all support tickets up to date and well documented
• As required, provided documentation on issue resolution for other teams
• Monitor and report on PC issues, escalate issues; work with other teams including SCCM, Active Directory, Security, and the IT Service Desk.

Required Skills and Experience:

• Required: Valid Driver’s License
• Required: 3+ years’ experience installing, configuring and troubleshooting PC hardware/software in an enterprise LAN/WAN environment
• Required: 3+ years’ experience installing and supporting laptops/docking stations
• Required: 3+ years’ experience installing and supporting multifunction print devices
• Required: 3+ years’ experience with Remedy or similar ticketing system

Questions

1. This position is 40 hours per week. The general core business hours are within the 7 AM - 5 PM range, but the exact work schedule will be discussed during the interview. Is this understood?
2. This requisition will feature first round interviews via Teams. In order to deter a fake candidate, scam the candidate must present a valid photo ID to the camera at the beginning of the interview. They also must pan the camera 360 degrees in the fixed room for the panel to see to make sure they are the only person in the room during the interview. Do you accept these conditions?
3. 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? 
4. Is your candidate local to the Bridgeville, PA Area? Where do they currently reside? Do they have a valid Driver's License and a personal vehicle? Are they able to travel to areas to attend trainings, meetings, or assist other districts when required?
5. 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?
6. Inaccurate responses to the skills above will result in your company being omitted from future PennDOT 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?
7. 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.