System Support Analyst

*Hybrid position--schedule will be set by the hiring manager. Must report on-site at least first/last days of engagement to inventory equipment*

Full-time position - 37.5 hours per week

Primary Responsibilities:

The incumbent will perform the following: documenting problems, diagnosis, troubleshooting, imaging, configuration and installation of PC s, laptops, agency printers, scanners, software application assistance, etc.

This person will perform as a Tier 2 Support team member requiring knowledge and adherence to member defined support processes, standards and requirements.

OPS Tier 2 technical support may involve product user guidance, software and hardware installations, desktop data migration, desktop moves, and printer troubleshooting for repair.

Utilize remote and web tools to trouble shoot and resolve issues. These tools include SCCM Remote Tools, PRTG, remote desktop, remote registry modification, remote management using Active Directory, remote command line interface and Powershell Scripting.

Assist with computer deployments including setup of new equipment and removal and surplus of outdated equipment.

Manages the administration of computer accounts, groups, mailboxes, resource accounts, and distribution lists via the account management application

Work is assigned on an as-needed basis by direct supervisor and through the ServiceNow Support system. Must be able to work independently. Decision making is required to ensure the best customer service possible provided the resources available. Prioritization of projects and tasks is required. Direct contact with customers requires proper decision making in accordance with polices.

Required Experience:

2 + years of experience supporting Commonwealth of PA customers.

Experience with SCCM deployment processes and configurations.

Experience with management of server folder permissions and shares