Information Technology Technician

The Pennsylvania Liquor Control Board (PLCB) has an exciting opportunity for a professional Information Technology Technician in the Bureau of Enterprise Infrastructure and Operations, Services and Support Division. This position provides internal customer support as a part of the Pennsylvania Liquor Control Board (PLCB) Service Desk Team; the PLCB Service Desk is the single point of contact for service and support dealing with hardware, software, and procedural Point of Sale (POS) issues as well as all IT-related issues. Apply with us today and step into a role where your technical skills make a real difference., This position provides first level technical support for the Pennsylvania Liquor Control Board by assisting staff with hardware, software, networking, and POS issues across the Commonwealth. As an Information Technology Technician, you will perform the following duties:

• Call Management: Maintain an available status and respond to incoming requests through approved systems

• Ticket Documentation: Record client interactions and track issues in ServiceNow

• Diagnostic Support: Collect information and guide clients through tests to identify problems

• Issue Resolution: Troubleshoot hardware, software, networking, and POS system concerns

• Hardware Coordination: Arrange repairs and replacements with staff and approved vendors

• System Access: Use Active Directory to reset passwords and unlock accounts

Interested in learning more? Additional details regarding this position can be found in the position description (https://careers.employment.pa.gov/pd/PD_NEOGOV.asp?p=00039952) ., 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., Receives calls from users requiring technical assistance. 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., 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., 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., 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., 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.

• Telework: You may have the opportunity to work from home (telework) part-time. With the exception of reporting to the Flank Drive Building four days per month, and as operational needs dictate. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office at 6345 Flank Drive in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview., Minimum Experience and Training Requirements:

• One year of experience as an IT Help Desk Technician (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration);or

• Two years of experience providing IT support services involving hardware and software installation, operation, and maintenance;or

• One year of experience providing IT support services involving hardware and software installation, operation, and maintenance and completion of a one-year apprenticeship in the IT technical support field;or

• An associate degree in an IT field;or

• An equivalent combination of experience and training.

• Applicants will be considered to have met the educational requirements once they are within three months of graduating with a qualifying degree., + 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 many years of experience do you possess providing information technology support services involving hardware and software installation, operation, and maintenance?, + A conferred Associate's degree or higher

• 60 credits or more

• 30 but less than 60 credits

• Less than 30 credits, 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., + 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., + 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.

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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(s) of the employer(s) where you gained this experience

• The actual duties you performed related to written communication, + 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.

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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(s) of the employer(s) where you gained this experience

• The actual duties you performed related to system monitoring and testing, + 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.

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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(s) of the employer(s) where you gained this experience

• The actual duties you performed related to user setup and maintenance, + 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.

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Health & Wellness

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Work/Life Balance

We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight 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.

+ 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.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.