Role: IT Support Technician / Desktop Support Analyst (Level 2 Support)
Location: Harrisburg, PA 17110 – Onsite
12-24 Months Contract
Description of Duties
• Able to coordinate, communicate, document, track progress and status on initiatives.
• Familiarization with project management concepts
• Work in a centralized support capacity providing statewide technical assistance on desktop hardware, laptops, tablets, peripherals, and software, and establishing and implementing supported agencies’ hardware and software installation standards.
• Administer network security. Add/change/delete user accounts, passwords, and account lockouts. Perform machine security patch and virus software upgrades.
• Work with other BIT staff to increase familiarity with their functions and how they support computer use throughout the supported agencies.
• Coordinates IT asset replacements, upgrades, and enhancements schedules.
• Develops, documents, and initiates processes that involve IT asset installations, relocations, and changes.
• Responds to Service Desk tickets requiring Level 2 asset management attention.
• Processes ServiceNow updates and reconciliations identified through physical inventory reports returned from the field.
• Provide level 2 troubleshooting and highly technical problem resolution related to PC hardware, software and peripherals. Utilizes ServiceNow to identify, track and resolve issues.
• Utilizes Microsoft Systems Center Configuration Manager to run available hardware and software reports.
• Create documentation for technical staff and end user.
• Image and configure laptop and desktop hardware.
• Create objects in SCCM and AD for devices needing to be imaged
• Post image AD OU verification
• Verify drivers are correct
• Test images for accuracy on new hardware
• Manual bios changes
• Update documentation changes during imaging process-submit to Systems Management Supervisor for approval
• Familiar with video conferencing platforms, conference room VC setups, troubleshooting.
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