Information Technology Technician

Commonwealth of Pennsylvania; Harrisburg (Dauphin County); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Telework available (part-time)

Job summary

The Pennsylvania Liquor Control Board seeks an Information Technology Technician for day-shift support of hardware, software, networking, VPN, and POS systems. This role provides first-level technical assistance to store personnel and public users.

You’ll log calls in ServiceNow, diagnose issues, reset passwords in Active Directory, and coordinate hardware replacements. Telework is possible part-time; reporting to the Harrisburg HQ is required on-site as needed.

Qualifications

• One year of IT Help Desk experience or an equivalent Commonwealth/Federal government role.
• Two years of IT support experience involving hardware and software installation, operation, and maintenance.
• One year of IT support experience with hardware and software installation, operation, and maintenance and completion of a one-year IT apprenticeship.
• An associate degree in an IT field or equivalent.
• An equivalent combination of experience and training.
• Applicants will be considered to have met the educational requirements within 3 months of graduating with a qualifying degree.

Responsibilities

• Call Handling: Maintain availability in ServiceNow and record all interactions.
• Issue Diagnosis: Interview clients, collect details, and run tests to identify problems.
• Technical Troubleshooting: Resolve hardware, software, networking, VPN, printer, scanner, and POS issues.
• Account Support: Use Active Directory to reset passwords, unlock accounts, and manage access.
• Remote Assistance: Use remote desktops to troubleshoot PCs, registers, and related equipment.
• Hardware Coordination: Place service calls, track vendor work, and arrange replacement of failed equipment.

Skills

IT Help Desk

Customer Support

Active Directory

ServiceNow

Remote Desktop

Hardware Troubleshooting

POS Systems

Education

Associate degree IT

Experience in IT support

IT apprenticeship

Tools

ServiceNow ITSM

Remote Desktop Tools

Job description

The Pennsylvania Liquor Control Board (PLCB) has an exciting opportunity for a professional Information Technology Technician in the Bureau of Enterprise Infrastructure and Operations, Services, and Support Division. This position provides internal customer support as a part of the Pennsylvania Liquor Control Board (PLCB) Service Desk Team which services an organization that generates $2.8 billion dollars in wine and liquor sales via more that 600 Fine Wine & Good Spirits retail store locations throughout the Commonwealth of Pennsylvania. The PLCB Service Desk is the single point of contact for service and support dealing with hardware, software, and procedural Point of Sale (POS) issues as well as all IT-related issues. This position will be assigned to the day shift, which provides support to agency personnel.

This position supports the Pennsylvania Liquor Control Board by providing first level technical assistance for a wide range of hardware, software, networking, and Point of Sale systems. It ensures that store personnel and public users receive accurate troubleshooting, help, and clear guidance. As an Information Technology Technician, you will perform the following duties:

• Call Handling: Maintain availability in call management tools and record all interactions in ServiceNow
• Issue Diagnosis: Interview clients, collect details, and perform tests to identify the source of problems
• Technical Troubleshooting: Resolve hardware, software, networking, VPN, printer, scanner, and POS system issues
• Account Support: Use Active Directory to reset passwords, unlock accounts, and assist with system access
• Remote Assistance: Use remote desktop utilities to troubleshoot PCs, registers, and related equipment
• Hardware Coordination: Place service calls, track vendor work, and arrange replacement of failed equipment

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information

• Full-time employment
• Work hours are 9:00 AM to 5:00 PM, with alternating work schedule, Monday - Friday, with a 30-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, with the exception of reporting to the Flank Drive Building 4 days per month, and as operational needs dictate. In order 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: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $53,008.00 (before taxes).
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements

• One year of experience as an IT Help Desk Technician (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• Two years of experience providing IT support services involving hardware and software installation, operation, and maintenance; or
• One year of experience providing IT support services involving hardware and software installation, operation, and maintenance and completion of a one-year apprenticeship in the IT technical support field; or
• An associate degree in an IT field; or
• An equivalent combination of experience and training.
• Applicants will be considered to have met the educational requirements once they are within 3 months of graduating with a qualifying degree.

Other Requirements

• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.
• You must be able to perform essential job functions.

Legal Requirements

• You must pass a background investigation. An applicant with a felony conviction within the last ten years of their prospective date of employment is not permitted to work for the PLCB, per section 210(c) of the Pennsylvania Liquor Code. Other criminal convictions will be reviewed on a case-by-case basis.

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 www.pa.gov/agencies/employment/how-to-apply.html 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.

• 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.