Information Technology Technician

Commonwealth of Pennsylvania; Pennsylvania; On-site; USD 48,000 - 58,000; Full time

Benefits offered by this job

Telework available

Job summary

The Pennsylvania Liquor Control Board (PLCB) is seeking an Information Technology Technician to provide first-level IT support for hardware, software, POS and networking issues. The role includes incident logging in ServiceNow, account management with Active Directory, and remote assistance to store personnel.

Hours are 9:00 AM–5:00 PM with a telework option; starting salary is $53,008 per year for new hires.

Qualifications

• One year of IT Help Desk experience or two years IT support experience.
• Associate degree in an IT field or equivalent.
• Experience with hardware/software installation, operation and maintenance is required.

Responsibilities

• Handle calls and record interactions in ServiceNow.
• Interview clients, collect details, and diagnose issues.
• Troubleshoot hardware, software, networking, VPN, printers, scanners and POS systems.
• Use Active Directory to reset passwords and manage access.
• Provide remote assistance using remote desktop tools.
• Coordinate hardware service calls and replacement of failed equipment.

Skills

Customer support

Technical troubleshooting

Remote assistance

Education

Associate degree in IT

One year IT apprenticeship

Equivalent combination of experience and training

Tools

ServiceNow

Active Directory

VPN

Remote desktop

POS systems

Job description

THE POSITION

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.

DESCRIPTION OF WORK

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.

• 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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

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.

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.
• 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.