Information Technology Support Specialist

This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.

Training will occur in a CEDC or OA facility in Harrisburg.

After training, this will be a teleworking (work from home) position but may change in the future. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.

Key Responsibilities:

· Provides technical assistance, support, and advice to end users for hardware, software, and systems.

· Ensure quality standards and SLAs are followed.

· Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

· Coordinates with co-workers to research problems and find solutions.

· Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.

· Track every call or email in the IT ticketing system, currently ServiceNow.

· Monitor call center software for incoming calls and answer promptly.

· Suggest update to the user-training manuals, KB’s, and procedures.

Required Experience

1 to 3 years of help desk experience

Preferred Qualifications

Experience at a similar service desk environmnet

Experience with ServiceNow or similar ticketing system