Job Title : L&I- System Specialist SS1 A4 SC2

Company : CoPA2

Client Address : Dauphin County,Commonwealth of PA 2

Location : Dauphin County,Commonwealth of PA 2

No. of positions : 1

Start Date : 11/14/2022

End Date : 06/30/2023

Job Description :
This position is responsible for providing high level desktop and end user support for the
Department of Labor & Industry building in Harrisburg which consists of approximately
1,500 users. This position supports the Daily operation of several bureaus within the L&I
building to include application from each of the following Deputates – Administration,
Unemployment Compensations, Compensation and Insurance, Workforce Development,
Office of Vocational Rehabilitation, and Safety and Labor Management. In addition to
critical delivery center desktop support for L&I operations we also support the Dept of
State primary and general election desktop support, petition filing setup and many other
public service enabling utilities by assuring desktop configuration, connectivity and user
access is operational.

Skills: The skill level of this position requires the ability to act independently, work in
team environments and have a highly advanced proficiency and competence in a variety
of IT platforms and technologies. This role has various tasks, including troubleshooting
of the Windows and Mac operating systems, COTS applications as well as numerous in-
house developed applications, VPN connectivity issues, VDI connectivity issues,
software removal and installation, hardware replacements and distributions, printer
setups, basic networking issues, imaging desktops/laptops, and working with vendors to
coordinate onsite repairs.

In addition to all the laptop and printer deployments, the technician in this position has
resolved 70-80% of Change Request tickets assigned to the L&I location which sometime
involves working with vendors, working with other IT teams and especially users when
‘hands-on’ is required.

List of Skills:

1. Thorough knowledge and use of ServiceNow or understanding of asset management

system
2. Expert knowledge and use of Windows OS and O365 Office products

3. Excellent customer service awareness and communication skills

4. Knowledge of hardware desktop, printer, scanner, video

5. Knowledge of software

6. Knowledge of imaging workstations using MDT and/or SCCM

7. Excellent troubleshooting and problem-solving skills

8. Ability to transport/lift boxes/equipment

9. Ability to work independently and as a member of a team

10. Knowledge of VPN setup, support and install

11. Able to resolve technical issues with users over the phone

12. Knowledge of active directory use and privileges

13. Knowledge of wireless workstation setup and support

14. Ability to think and act under pressure

15. Good organizational skills

16. Excellent etiquette and professionalism

Professional Skills :
Skills Total Years Last Used
Thorough knowledge and use 2
of ServiceNow or
understanding of asset
management system
Expert knowledge and use of 2
Windows OS and O365 Office
products
Excellent customer service 2
awareness and communication
skills
Knowledge of hardware 2
desktop, printer, scanner, video
Knowledge of software 2
Knowledge of imaging 2
workstations using MDT
and/or SCCM
Excellent troubleshooting and 2
problem-solving skills
Ability to transport/lift 2
boxes/equipment
Ability to work independently 2
and as a member of a team
Knowledge of VPN setup, 2
support and install
Able to resolve technical issues 2
with users over the phone
Knowledge of active directory 2
use and privileges
Knowledge of wireless 2
workstation setup and support
Ability to think and act under 2
pressure
Good organizational skills 2
Excellent etiquette and 2
professionalism