Desktop Support Specialist

 

Description:

 

***Please be advised that this position will require travel. This resource will be headquartered in District 2-0 Office in Clearfield and provide support for all nine counties and stockpiles (Cameron, Centre, Clearfield, Clinton, Elk, Juniata, McKean, Mifflin and Potter). Candidate must possess a valid driver’s license and use their personal vehicle to travel to and from sites, as well as transport computer equipment such as computers, monitors, and printers. Candidate must be comfortable traveling to various parts of the state and working around active construction and stockpile sites as well as large fleet equipment. Occasional travel to other districts and/or overnight travel for training may be required. PennDOT will cover expenses falling within The Commonwealth’s Expense Reimbursement Guidelines and Policies. Please discuss the travel requirements with each candidate prior to submission to ensure they are willing and able to meet PennDOT’s expectations.***

 

Specific duties for the position include:

1. Installs computer system hardware, software, and related peripherals in accordance with departmental procedures and technical manuals.

A. Installs and configures PC hardware and peripherals to meet user requirements.

B. Installs and troubleshoots Cisco VPN routers.

C. Connects/disconnects PCs and printers to the network or local device.

D. Assigns workstation names for PCs being added to the network using Active Directory.

E. Installs related software (Windows, applications, network drivers) needed for proper functioning of the complete system and all interconnected devices.

F. Installs and configures CISCO AnyConnect VPN software.

G. Upgrades or repairs existing PC equipment by replacing or adding memory, hard drives, and I/O cards as required.

H. Installs and tests images.

I. Plan, schedule, and track hardware deployments.

J. Install and troubleshoot Cat5e/6 network cabling, terminations, and patching.

K. Train end users on use of newly deployed equipment and/or software.

2. Provides direct support for workstation requests and issues.

A. Responds to workstation related trouble calls both on-site and remotely.

B. Provide PC related support to end users via in person, telephone and e-mail.

C. Process requests for enterprise user accounts.

D. Troubleshoots individual PC problems resulting from SCCM pushes.

E. Run SCCM reports and monitor workstations for compliance.

F. Creates and updates Remedy tickets.

3. Garage Diagnostics Software.

A. Ensures mobile devices and adapters are kept current with latest patches, drivers, firmware, and software updates as well as routinely monitoring devices to ensure they are being connected to the LAN and receiving updates.

B. Masters the troubleshooting procedures and support requirements for the garage diagnostic software and adapters.

4. Mobile iOS device support.

A. Configures and issues new iPhones and iPads.

B. Troubleshoots issues and provides training to users.

C. Monitors and updates devices in MDM Console.

5. Ensure complete and accurate equipment inventory.

A. Unpacks/packs computer equipment.

B. Receives, checks in, and inventories equipment and reports all inventory transfers.

C. Records inventory information and updates Remedy Asset Management System.

D. Runs reports from Remedy Asset Management System.

E. Coordinate equipment deliveries and pickups with PennDOT staff.

6. Telecommunications.

A. Support for telecommunication equipment and services, to include wiring, analog lines, VoIP sets, audio and video conference equipment, smartboards, web conferencing, and unified communications (i.e. Microsoft Teams).

7. Document technical processes and/or update existing documentation, if needed.

8. Identify and recommend opportunities for efficiency gains.