Information Technology Generalist Administrator 2

Salary: $89,996.00 - $136,842.00 Annually
Location : Dauphin County, PA
Job Type: Civil Service Permanent Full-Time
Job Number: CSSC-2026-56580-01545
Department: Executive Offices
Division: EX OA Entrprs Tchlgy Srvs Off
Opening Date: 09/02/2026
Closing Date: 9/15/2026 11:59 PM Eastern
Job Code: 01545
Position Number: 50355120
Union: Non-Union
Bargaining Unit: A3
Pay Group: ST10
Bureau / Division Code: 00812800
Bureau / Division: Enterprise Technology Services Office
Worksite Address: 400 North Street, 7th Floor
City: Harrisburg, Pennsylvania
Zip Code: 17120
Contact Name: Matthew Zyroll
Contact Phone:
Contact Email:

THE POSITION

Join the Enterprise Technology Services Office as an Information Technology Generalist Administrator 2 and help guide important technology operations. This role allows you to support major IT services that keep systems running smoothly across the Delivery Center. You will have the opportunity to work with teams to improve processes, strengthen tools, and help staff access the resources they need. Your leadership supports reliable technology solutions that help agencies serve the public.
DESCRIPTION OF WORK
This position manages major IT service areas, guides improvements in service management processes, and supports strategic technology planning. It requires advanced technical knowledge and collaboration across teams to ensure strong and reliable IT operations. As an Information Technology Generalist Administrator 2, you will perform the following duties:

• Service Oversight: Direct End User Support, IT Asset and Configuration Management, and Change Management operations
• Process Development: Design and improve IT service management frameworks that meet policy and operational needs
• Strategic Guidance: Advise leadership on emerging technologies, system upgrades, and service delivery impacts
• Project Leadership: Lead IT initiatives that span multiple agencies and involve complex integrations
• Technical Evaluation: Assess new ITSM tools, automation platforms, and other emerging technologies
• Documentation Management: Oversee user guides, knowledge articles, and technical documentation for IT services

Interested in learning more? Additional details regarding this position can be found in the position description.
Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, up to 2 days per week. 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 in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• 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:

• One year as an Information Technology Generalist Administrator 1, Senior Applications Developer, Database Administrator 1, Data Administrator 1, Information Security Specialist 2, or Network Administrator 1 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• Six years of information technology experience that includes three years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services; or
• Four years of information technology experience that includes three years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and an associate's degree in any information technology field; or
• Two years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and a bachelor's degree in any information technology field; or
• An equivalent combination of experience and training.

Other Requirements:

• This particular position also requires a current ITIL Foundations Certification.
• This particular position also requires two or more years of full-time professional information technology experience with BMC Helix.
• This particular position also requires two or more years of full-time professional information technology experience with Service Now ITSM toolset.
• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.
• You must be able to perform essential job functions.

Legal Requirements:

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

How to Apply:

• Resumes, cover letters, and similar documents will not be 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.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

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 and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.
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/test once for this posting.
• Your results will be provided via email.

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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, 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
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*Eligibility rules apply.
01

Additional Requirement - Do you possess a current ITIL Foundations Certification?If you are claiming certification, you must attach a copy of your certificate for your claim to be accepted toward meeting the minimum requirements. You must attach your certificate prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add your certificate to the application after it has been submitted.

• Yes
• No

02

Additional Requirement:Do you possess two or more years of full-time professional information technology experience with BMC Helix?

• Yes
• No

03

If you indicated YES to the question above, please describe the details of the experience you possess. Please be sure to address the items listed below in your response. The claimed experience must also be provided within the experience section of your application. If you indicated NO to the question above, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The specific duties you performed related to your professional information technology experience with BMC Helix
3. Your level of responsibility

04

Additional Requirement:Do you possess two or more years of full-time professional information technology experience with Service Now ITSM toolset?

• Yes
• No

05

If you indicated YES to the question above, please describe the details of the experience you possess. Please be sure to address the items listed below in your response. The claimed experience must also be provided within the experience section of your application. If you indicated NO to the question above, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The specific duties you performed related to your professional information technology experience with Service Now ITSM toolset
3. Your level of responsibility

06

Have you been employed by the Commonwealth of Pennsylvania as a(n) Information Technology Generalist Administrator 1, Senior Applications Developer, Database Administrator 1, Data Administrator 1, Information Security Specialist 2, or Network Administrator 1 for one or more years full-time?

• Yes
• No

07

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 experience must also 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.
08

How many years of full-time technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services do you possess?

• 2 or more years
• 1 to less than 2 years
• Less than 1 year
• None

09

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 experience must also 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.
10

Do you possess graduate 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 your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting and clicking the Evaluation Services Link.

You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

• A conferred master's degree
• 30 credits or more
• 15 credits but less than 30 credits
• Some graduate coursework
• None

11

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. You must complete the application and answer the supplemental questions. Resumes, cover letters, and similar documents will not be 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 our

• Yes

12

WORK BEHAVIOR 1 - DEVELOPS AND IMPLEMENTS PROCESSES, STANDARDS, AND TOOLS
Develops and implements processes, standards, and tools in order to control large, complex, and high-risk information technology projects as well as smaller scale projects.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience developing and implementing processes, standards, and tools in order to control information technology projects. I was responsible for making changes to those processes, standards, and tools when necessary.
• B. I have experience implementing processes, standards, and tools in order to control information technology projects. I provided recommendations for changes to the processes, standards, and tools that someone initially developed.
• C. I have successfully completed college-level coursework related to policy development or data analysis.
• D. I have NO experience or coursework related to this work behavior.

13

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.

1. The name(s) of the employers where you gained this experience.
2. Type(s) of processes, standards, and tools you developed and/or implemented.
3. Describe changes you made or recommended.
4. Your level of responsibility.

14

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.

1. College/University
2. Course Title
3. Credits/Clock Hours

15

WORK BEHAVIOR 2 - PROJECT MANAGEMENT
Plans and manages information technology projects. Determines priorities and scope, creates the project schedules, identifies risks, allocates resources, and defines individual roles and responsibilities to ensure business needs and requirements are met.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience PLANNING information technology project plans. I was responsible for determining priorities and scope, creating project schedules, identifying risks, allocating resources, and defining individual roles and responsibilities. I also made changes to the plans as needed.
• B. I have experience IMPLEMENTING information technology project plans created by someone else. I PROVIDED RECOMMENDATIONS for changes to the plans as needed.
• C. I have successfully completed college-level coursework related to program evaluation, program analysis, project planning and implementation, strategic planning, project management, business administration, or budgeting.
• D. I have NO experience or coursework related to this work behavior.

16

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.

1. The name(s) of the employers where you gained this experience.
2. Your experience planning information technology project plans, including details of responsibilities.
3. Your experience implementing information technology project plans created by someone else.
4. Describe changes you made or recommended.

17

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.

1. College/University
2. Course Title
3. Credits/Clock Hours

18

WORK BEHAVIOR 3 - WRITTEN COMMUNICATION
Prepares and writes technical and narrative documents such as status reports or information technology evaluations. Writes narrative and analytical reports that convey system effectiveness in meeting business requirements.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience preparing/writing technical AND narrative documents such as status reports or information technology evaluations. I was responsible for the final document that conveyed customized information to the intended recipients.
• B. I have experience preparing/writing technical OR narrative documents such as status reports or information technology evaluations. I was responsible for the final document 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.

19

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.

1. The name(s) of the employers where you gained this experience.
2. The actual duties you performed related to written communication.
3. The type(s) of documents you wrote.
4. Your level of responsibility.

20

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.

1. College/University
2. Course Title
3. Credits/Clock Hours

21

WORK BEHAVIOR 4 - TECHNICAL ASSISTANCE
Troubleshoots and resolves user or system issues. Responds to escalated incidents by diagnosing and troubleshooting issues and works with end users and service providers to resolve issues. Provides guidance to lower level staff in diagnosing, troubleshooting, and resolving user issues and provides technical solutions to issues or requests based on best practices.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience troubleshooting and resolving user or system issues. I was responsible for resolving all levels of technical questions and issues. I was the escalation point for complex issues referred by lower-level technicians.
• B. I have experience troubleshooting and resolving user or system issues. I was responsible for resolving routine questions and issues but referred more complex technical issues to a higher-level technician for resolution.
• 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.

22

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.

1. The name(s) of the employers where you gained this experience.
2. Your experience troubleshooting and resolving user issues.
3. Your experience answering technical questions and resolving technical issues - specify the complexity.
4. Your experience referring issues to a higher level technician.

23

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.

1. College/University
2. Course Title
3. Credits/Clock Hours

Required Question