Position: IT Helpdesk Technician

Agency: Senate of Pennsylvania – Office of the Chief Clerk

Department: IT\Telecommunications

Supervised by: Director of IT\Telecommunications – Office of the Chief Clerk

Supervises: None

Status: Exempt

Hours: Monday-Friday, 8:30am-5:00pm Fulltime; after hours and weekends as needed

Location: On-site - Harrisburg, PA - State Capitol Building

Salary: $45,000-$60,000 depending on experience

Summary of Position

The IT Technician provides IT help desk support for the Institutional Offices of the Senate.  The IT Technician is responsible for the day-to-day operational activities of IT help desk support. A majority of this person’s time will be spent responding to requests submitted via e-mails, phone calls, and in-person visits.  Any time left over will be spent working on projects and updating IT knowledge to help the organization’s technology environment.  The IT Specialist will assist the IT director in meeting the organization’s IT needs.

Essential Duties and Responsibilities

• Provide first-line support for end-users with IT-related problems in a responsive, professional, and service oriented manner;
• Responsible for the installation, maintenance, and repair of desktop IT-related equipment and software;
• Develop and maintain support documentation of IT-related systems and software;
• Assist in creating and implementing processes to maintain a stable IT environment;
• Provide assistance to staff inquiries regarding hardware and software operation;
• Ensure data integrity with regard to the IT fixed asset inventories;
• Provide input and recommendations to the organization hardware and software technologies and how these technologies can assist the organization being especially proactive with new technologies;
• Ensure IT systems are meeting performance levels, and recommend ways to improve the IT environment;
• Assist the IT Director in system administrative projects and tasks;
• Perform other job-related duties as assigned.

Qualifications/Skills

• An understanding of the Institutional nature of the Office of the Chief Clerk of the Senate, and a commitment to equally serve all members and staff, regardless of political party affiliation;
• Associate degree in Information Systems or relevant technical experience;
• 2+ years working with Windows client operating system;
• Demonstrate working knowledge of IT hardware, break/fix, and troubleshooting skills;
• Able to install, configure, troubleshoot, and support Microsoft Windows clients;
• Technician proficiency with computers and the Microsoft Office Suite including M365;
• Working knowledge and troubleshooting skills of printers and peripheral devices;
• Basic networking knowledge to support hardware and software operations;
• Use of analytical thinking to solve problems with an understanding of technology as well as an ability to ask the right questions to efficient trouble resolution;
• Communication proficiency;
• Ability to relate to members, staff, and public in a courteous manner;
• Organized, thorough, and have attention to detail;
• Ability to learn new skills quickly and apply them;
• Ability to multi-task and handle frequent interruptions;
• Ability to work independently;
• Possess a valid driver’s license and be able to support remote locations;
• Able to stand; walk; lift and move IT equipment as needed;
• Customer Service - demonstrate the ability to respond with an appropriate degree of urgency to the needs & requests of others. Understand the nature of their work and how it impacts the organization;
• Maintain constructive relationships and demonstrate respect and professionalism for everyone contacted;
• Willingness and ability to adjust to changing conditions or priorities;
• Take the initiative to identify and act on problems; Consistently make decisions that resolve problems;
• Be able to manage time and projects effectively;
• Self-motivated and able to resolve tasks accurately and in a timely manner.