L&I- Product Specialist PS5 A5 SC1

Desktop Support Specialist

This position is responsible for providing technical desktop support services in problem solving the operation of desktop hardware and software, maintaining network connectivity as well as local printing mechanisms, and installing, configuring, and testing workstation peripherals. This position is responsible for managing and tracking all Change Management tickets associated with Desktop problems in order to meet the information technology resource needs for all employees located in the Philadelphia, and Norristown Office of Vocational Rehabilitation (OVR). The skill level of this position requires the ability to act independently, work in team environments and have a highly advanced proficiency and competence in a variety of IT platforms and technologies. This position is responsible for serving as a technical expert for all Incident Management tickets associated Support within the EBR Department of State North Office building. Incident Management Support is responsible for resolution of any and all desktop hardware, software and peripherals connected to the Commonwealth network within the Philadelphia Office building and other surrounding OVR field offices. There are two bureaus that make up OVR, Bureau Blindness Visual Services (BBVS) and Bureau of Vocational Rehabilitation Services (BVRS). This position serves as an expert in the following assistive technology software, JAWS, ZoomText, Dragon Naturally Speaking Duxbury, Kurzwell, and Fusion. Also responsible for resolving unique hardware such as braille printing, and A/V communications.

Essential Responsibilities:

• Technical expertise in incident and change management (ServiceNow)
• Technical expertise in assistive technology software and hardware
• Technical knowledge in workstation deployments and installation
• Expert knowledge with MS products and troubleshooting skills
• Performs hardware and software diagnostics
• Performs physical installation of IT equipment
• Excellent communication skills and assists customers to resolve issues

Skills:

• Experience in assistive technology hardware and software - Required - 2 Years
• Experience in desktop and user end support - Required - 5 Years
• Strong history of understanding in current and emerging technologies demonstrated through training, job experience, and/or industry activities - Required
• Strong team player- collaborates well with others to solve problems and actively incorporates input from various sources - Required
• Demonstrated customer focus, building strong customer relationships - Required
• Challenge oriented- actively generates process improvements, supports and drives change, and confronts difficult circumstances in creative ways - Required
• Can communicate in a clear manner through multiple mediums and effectively evaluate information as well as data to make decisions - Required