Tier 2 Operational Support

Mbi Llc; Harrisburg (Dauphin County); Hybrid; USD 50,000 - 70,000; Full time

Job summary

A technology services provider is looking for a Tier 2 Support Technician in Harrisburg, PA, to provide remote and hybrid support services. This role includes documenting and troubleshooting technical issues with user guidance on both software and hardware. Proficiency in SCCM deployment processes is essential, with responsibilities including managing computer accounts and assisting with equipment setups. The ideal candidate will have strong problem-solving skills and the ability to work independently with minimal supervision.

Qualifications

• Experience with SCCM deployment processes and configurations.
• Experience with server folder permissions management.

Responsibilities

• Provide Tier 2 technical support following defined processes.
• Document problems and troubleshoot issues.
• Manage computer accounts and resource administration.

Skills

SCCM deployment processes

Diagnosing and troubleshooting issues

Software and hardware installations

Remote support

Tools

SCCM

PowerShell

ServiceNow

Job description

This position is responsible for providing remote support to all regions and central offices of the delivery center. The delivery center has multiple support locations in the state including DEP regional & district offices, DCNR TopoGeo, as well as state park and forestry offices and AG racetracks.

This role uses a hybrid remote work model; the ability to work from home is at the hiring manager’s discretion. Remote work schedules may vary with reasonable notice.

The incumbent will: document problems, diagnose and troubleshoot issues, image, configure, and install PCs, laptops, agency printers, scanners, and assist with software applications.

As a Tier 2 support team member, the incumbent must adhere to CEDC member-defined support processes, standards, and requirements.

OPS Tier 2 technical support responsibilities include: product user guidance, software and hardware installations, desktop data migration, desktop moves, and printer troubleshooting and repair.

Utilize remote and web tools to diagnose and resolve issues. Tools include SCCM Remote Tools, PRTG, remote desktop, remote registry modification, remote management via Active Directory, remote command line interface, and PowerShell scripting.

Assist with computer deployments, including setup of new equipment and removal/repurposing of outdated equipment.

Manage the administration of computer accounts, groups, mailboxes, resource accounts and distribution lists via the account management application.

Comply with all CEDC and Commonwealth security policies and guidelines.

Coordinate Commonwealth Information Security Office (CISO) policies and implementations within the CEDC.

Research, analyze, report, and recommend on the capabilities and limitations of proposed CISO initiatives, software and policies as they affect CEDC IT and Program Area business.

Work is assigned on an as-needed basis by direct supervisor and through the ServiceNow Support system. Must be able to work independently.

Decision making is required to ensure the best customer service possible with available resources. Prioritization of projects and tasks is required. Direct contact with customers requires proper decision making in accordance with CEDC policies.

Required Experience

• Experience with SCCM deployment processes and configurations.
• Experience with management of server folder permissions and shares.

Preferred Experience

• 2+ years of experience supporting Commonwealth of PA customers.