Information Technology Technician
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Information Technology Technician
Salary
$47,472.00 – $72,176.00 Annually
Location
Dauphin County, PA
Job Type
Civil Service Permanent Full-Time
Department
Liquor Control Board
Job Number
CS-2022-36809-01510
Closing
11/20/2022 11:59 PM Eastern
Job Code
01510
Position Number
00122514
Union
AFSCME
Bargaining Unit
A4
Pay Group
ST06
Bureau/Division Code
8956
Bureau/Division
Bureau of Enterprise Infrastructure and Operations/Services and Support Division
Worksite Address
6345 Flank Drive
City
Harrisburg, Pennsylvania
Zip Code
17112
Contact Name
Mitchell McCurdy
Contact Phone
717.783.5617
Contact Email
Description
Benefits
Questions
THE POSITION
We are looking for customer support for our PLCB Help Desk Team which services an organization that generates more than $2 billion in wine and liquor sales throughout the Commonwealth. If you are a team player and have the knowledge to deal with hardware, software, and other IT related issues, apply today!
DESCRIPTION OF WORK
This is a first level technical support position which provides support based on established troubleshooting workflows and common problem resolutions. The PLCB Help Desk is the single point of contact for service and support requests dealing with hardware, software, and procedural Point of Sale (POS) issues as well as all IT related issues.
The candidate selected will work in a team structure within the Information Technology Services Office and coordinates closely with other IT divisions and agency departmental offices. You will troubleshoot and resolve hardware, software, networking and procedural issues with a variety of computer systems. This will include problems with Oracle Point of Service, POS terminals, bar code readers, register printers, keyboards, clerk displays, and wireless inventory scanners and software.
Interested in learning more? Additional details regarding this position can be found in the position description. (http://www.occup.state.pa.us/OrgChart/PD_NEOGOV.asp?p=00122514)
Work Schedule and Additional Information:
Full-time employment.
Work hours are 3:00 pm to 11:00 pm, Monday – Friday, with 30-minute lunch.
Telework: You may have the opportunity to work from home (telework), part-time and will be required to report to the headquarters office in Harrisburg 4 days per month. In order to telework, you must have a securely configured high-speed internet connection. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
Salary: In some cases, the starting salary may be non-negotiable.
You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS
Minimum Experience and Training Requirements:
An associate’s degree in any information technology field;or
Two years of experience providing information technology support services involving hardware and software installation, operation, and maintenance;or
An equivalent combination of experience and training.
Other Requirements:
You must meet the PA residency requirement (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) . For more information on ways to meet PA residency requirements, follow the link (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) and click on Residency.
You must be able to perform essential job functions.
Legal Requirement:
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.
How to Apply:
Resumes, cover letters, and similar documents willnotbe reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
Failure to comply with the above application requirements may eliminate you from consideration for this position.
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.employment.pa.gov/Additional%20Info/Pages/default.aspxand click the Veterans’ Preference tab or contact us at [email protected].
Telecommunications Relay Service (TRS):
711 (hearing and speech disabilities or other individuals).
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.
You must provide complete and accurate information or:
your score may be lower than deserved.
you may be disqualified.
You may only apply/testoncefor this posting.
Your results will be provided via email.
Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !
Health & Wellness
We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*
Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.
Work/Life Balance
We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, six weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*
Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.
Employee Perks
Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.
For more information on all of these Total Rewards benefits, please visitwww.employment.pa.gov and click on the benefits box.
*Eligibility rules apply.
01
How many years of experience do you possess providing information technology support services involving hardware and software installation, operation, and maintenance?
2 or more years
1 to less than 2 years
Less than 1 year
No experience
02
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
03
Do you possess a conferred associate’s degree or higher, or are you within 3 months of obtaining a conferred associate’s degree, in any information technology field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the “Attachments” tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted. If you answer “yes” to this question based on education acquired outside of the United States, you must also upload a copy of your foreign credential evaluation. For more information on foreign education credentials, please visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.
Yes
No
04
If you do not have a conferred associate’s degree or higher, on what date do you expect to receive your degree? Type N/A in the text box if this does not apply.
05
Do you possess college-level education in an information technology field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the “Attachments” tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted. If you answer “yes” to this question based on education acquired outside of the United States, you must also upload a copy of your foreign credential evaluation. For more information on foreign education credentials, please visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.
Yes
No
06
You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. Youmustcomplete the applicationandanswer the supplemental questions. Resumes, cover letters, and similar documents willnotbe reviewed for the purposes of determining your eligibility for the position or to determine your score.
All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.
Read each question carefully. Determine and select which “Level of Performance” most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training.The “Level of Performance” you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered.In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.
If you have read and understand these instructions, please click on the “Yes” button and proceed to the exam questions.
If you have general questions regarding the application and hiring process, please refer to ourFAQ page (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) .
Yes
07
WORK BEHAVIOR 1 – TECHNICAL ASSISTANCE
Receives calls from users requiring technical assistance. Resets passwords and unlocks user accounts. Troubleshoots and resolves general user issues. Follows up with users to ensure their needs have been met. Works with other information technology areas to isolate and identify the cause of problems related to user issues. Escalates more complex issues to a higher-level technician for resolution.
Levels of PerformanceSelect the Level of Performance that best describes your claim.
A. I have experience identifying and troubleshooting user issues by utilizing effective customer service techniques. I was responsible for analyzing user information to determine the cause of the issue and how to resolve it.
B. I have experience identifying and troubleshooting user issues by utilizing effective customer service techniques. I used pre-established help desk scripts or scenarios to guide the troubleshooting process.
C. I have successfully completed college-level coursework related to information technology troubleshooting.
D. I have NO experience or coursework related to this work behavior.
08
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
The name of the employer(s) where you gained this experience
The actual duties you performed related to technical assistance
Your level of responsibility
09
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
10
WORK BEHAVIOR 2 – WRITTEN COMMUNICATION
Prepares written, technical, or narrative documents such as incident reports, testing script materials, and user acceptance documents and plans. Maintains call logs and identifies and reports recurring system issue patterns. Compiles, organizes, and tracks data variables regarding each request for system review, analysis, and remediation.
Levels of PerformanceSelect the Level of Performance that best describes your claim.
A. I have experience preparing written, technical, or narrative documents such as status reports and test script materials. I was responsible for the final document that conveyed customized information to the intended recipients.
B. I have experience preparing written, technical, or narrative documents such as status reports and test script materials. I was responsible for compiling a portion of the document, but someone else was responsible for the final version that conveyed customized information to the intended recipients.
C. I have successfully completed college-level coursework related to business writing, technical writing, English composition, journalism, or communications.
D. I have NO experience or coursework related to this work behavior.
11
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
The name of the employer(s) where you gained this experience
The actual duties you performed related to written communication
Your level of responsibility
12
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
13
WORK BEHAVIOR 3 – SYSTEM MONITORING AND TESTING
Monitors systems and reports any issues to higher-level specialists. Performs hardware and software diagnostics to isolate and correct system issues. Executes test plans for new systems and analyzes outputs to ensure compatibility before implementation.
Levels of PerformanceSelect the Level of Performance that best describes your claim.
A. I have experience monitoring and evaluating system performance. I was responsible for performing hardware and software diagnostics to isolate and correct system issues.
B. I have experience monitoring and evaluating system performance. I was responsible for performing hardware and software diagnostics; however, someone else corrected system issues using the data I provided.
C. I have successfully completed college-level coursework related to system monitoring or system administration and management.
D. I have NO experience or coursework related to this work behavior.
14
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
The name of the employer(s) where you gained this experience
The actual duties you performed related to system monitoring and testing
Your level of responsibility
15
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
16
WORK BEHAVIOR 4 – USER SETUP AND MAINTENANCE
Installs software on new workstations and creates and modifies user accounts. Ensures software is in working order and appropriate user permissions are set. Deploys computer updates and patches to workstations and recommends or performs minor adjustments and repairs.
Levels of PerformanceSelect the Level of Performance that best describes your claim.
A. I have experience installing software on workstations and creating user accounts. I was responsible for testing the software and ensuring the appropriate user permissions are set.
B. I have experience installing software on workstations and creating user accounts. Someone else was responsible for testing the software and ensuring the appropriate user permissions are set.
C. I have successfully completed college-level coursework related to software installation or information technology security.
D. I have NO experience or coursework related to this work behavior.
17
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
The name of the employer(s) where you gained this experience
The actual duties you performed related to user setup and maintenance
Your level of responsibility
18
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
19
WORK BEHAVIOR 5 – RESEARCH AND DOCUMENTATION
Conducts research by gathering, analyzing, and interpreting information related to information security and current developments in technology and industry best practices. Researches files and coordinates information from other personnel to prepare for special projects and reports as needed.
Levels of PerformanceSelect the Level of Performance that best describes your claim.
A. I have experience researching records and files for various projects and reports. When given a topic, I was responsible for compiling all available documents from a variety of data sources.
B. I have experience retrieving specifically requested records and files from a single records location.
C. I have successfully completed college-level coursework related to research methods, statistics, research design and analysis, or data collection.
D. I have NO experience or coursework related to this work behavior.
20
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
The name of the employer(s) where you gained this experience
The actual duties you performed related to research and documentation
Your level of responsibility
21
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
Required Question
Agency
Commonwealth of Pennsylvania
Address
613 North StreetHarrisburg, Pennsylvania, 17120
Website
http://www.employment.pa.gov
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