Tier 2 Technical Support SpecialistLocation: Hybrid (Remote and On-Site in Southwestern Pennsylvania) Job Summary: We are seeking a dedicated and skilled Tier 2 Technical Support Specialist to provide IT support to the Western region and hands-on assistance to the Southwestern portion of our delivery center.
This role will support multiple locations, including DEP regional & district offices, DCNR TopoGeo, state park and forestry offices, and AG racetracks.
The successful candidate will troubleshoot, configure, and deploy hardware and software, ensuring minimal downtime and optimal user experience.
This position operates in a hybrid work model, with remote work schedules determined at the hiring manager's discretion.
Key Responsibilities: Provide Tier 2 technical support, including diagnosing, troubleshooting, and resolving hardware and software issues for approximately 5,000 devices across five agencies.
Respond to support inquiries in a courteous and efficient manner, aiming to minimize user downtime.
Perform operational support tasks such as software installations, desktop data migration, desktop moves, and printer troubleshooting.
Manage the deployment, configuration, and setup of new equipment, as well as the removal and surplus of outdated devices.
Capture and document relevant data in the incident management system, ensuring proper routing of incidents as necessary.
Utilize remote and web tools (e.g., SCCM Remote Tools, PRTG, remote desktop, Active Directory, PowerShell scripting) to troubleshoot and resolve technical issues.
Develop, manage, and update content for Operational Support documents, acting as a knowledge base for support staff.
Comply with all security policies and guidelines, coordinating with the Commonwealth Information Security Office (CISO) as needed.
Maintain accurate asset inventory records within the incident management system.
Escalate hardware issues to appropriate vendors, as per existing contracts.
Prioritize projects and tasks, ensuring optimal customer service and adherence to policies.
Provide guidance to team members and participate in knowledge transfer and documentation.
Desired Qualifications: 2 years of experience supporting Commonwealth of PA customers.
Demonstrated experience with SCCM deployment processes and configurations.
Proficiency with troubleshooting tools, including remote desktop, remote management using Active Directory, and PowerShell scripting.
Familiarity with asset management and incident tracking systems (e.g., ServiceNow).
Ability to work independently, make informed decisions, and prioritize tasks effectively.
Strong communication skills with the ability to provide clear instructions and excellent customer service.
Work Environment: This is a hybrid role, with a combination of remote and on-site work in various locations in the Southwestern region.
Travel to different support sites may be required based on operational needs.
Remote work schedules are at the discretion of the hiring manager and may vary with reasonable notice.