Technical Support Specialist

Active Directory, Printers, & Server Administration

Work Location: In-office daily to start, progressing to telework (hybrid with two days onsite (1800 Elmerton Avenue, Harrisburg, PA 17110)). Schedule can be discussed during interview. 

Work hours: 8AM to 5PM (hourlong lunch)
Start date can be ID''d upon after compliant PATCH and PSP background checks related to employment and CJIS policies have been processed and approved.

Candidate must go onsite on their first day to pick up commonwealth-issued equipment, badging, etc.

Position Purpose: 

This individual must be able to comprehend enterprise IT policies, initiatives and perform the necessary actions to comply with these policies. When necessary, assist users and other IT groups when troubleshooting issues and act as a liaison with vendors. Work assignments are provided with specific instructions and objectives along with the expected completion dates. This position provides technical execution of their assigned duties and responsibilities.

This position is in the Bureau of Enterprise Technology Services Office currently assigned to the Pennsylvania State Police (PSP) and is located at PSP Department Headquarters. This position functions as the technical expert and agency point of contact for infrastructure server administration, Active Directory and Printer administration. This position supports IT Staff and the PSP business. This position is responsible for systems deployed in all facilities, field sites, commonwealth managed data centers, and disaster recovery locations.

***Please note the user/server administration team remotely administers managing the file and prints. Others go onsite. There may be times though when it may be needed to go to another location, but those are few and far between.*** 

Description of Duties:

Design and supervise the implementation of solutions for agency use of Microsoft Active Directory, to include CUPSS. Establish Active Directory security group provisioning standards, Naming conventions, Group Policy Object deployment, Domain controller deployment, operation, and maintenance.

Act as the agency point of contact for communications regarding the Commonwealth''s implementation of Microsoft Active Directory, User account provisioning services, and AntivirIntrusion protection products.

-          PSP CUPSS/AD admin - Using CUPSS to create AD accounts – resource accounts, distribution lists, service accounts, test accounts, training accounts, and security groups

-          PSP CUPSS/AD admin - Approving/denying privileged accounts in CUPSS

-          PSP CUPSS/AD admin - Troubleshooting account issues

-          PSP CUPSS/AD admin - Configuring user accounts

-          PSP CUPSS/AD admin - Assist End user support with User Transfers, Group Memberships and Password resets

-          PSP CUPSS/AD admin - Suspending and reactivating user accounts in CUPSS

-          PSP CUPSS/AD admin - Cadet and LEO account management

Design and supervise the implementation of standards for deployment of infrastructure server operational roles. To include File Share servers and Print Share servers. Establish and implement standards for server and file share access control and auditing.

-          PSP File/Print server mgt - Adding/removing user permissions to directories and resources on all PSP F&P servers

-          PSP Printer mgmt - Create/manage print queues on all PSP F&P servers

-          PSP File/Print server mgt - Troubleshooting mapped drives issues

-          PSP File/Print server mgt - F&P Server drive space management

-          PSP File/Print server mgt - Unlocking files

-          PSP File/Print server mgt - Data restoration intermediary for backup team

-          PSP File/Print server mgt - Creating/updating/migrating drive shares on F&P servers

-          PSP File/Print server mgt - Data recovery on F&P servers using Shadow Copy

-          PSP File/Print server mgt - Ensure and correct any discrepancies to F&P server configuration

-          PSP File/Print server mgt - Data moves between F&P servers7

-          PSP-Printer mgmt - Manage 2 Printer management servers

Establish and implement standards for Printer administration and auditing

-          PSP-Printer mgmt. - Troubleshooting printer issues with customers and vendor representatives

-          PSP-Printer mgmt. - Set up and configuration of network printers

-          PSP-Printer mgmt - Provide installation assistance for all network printers installed at PSP sites

-          PSP-Printer mgmt - Deploying printer firmware updates and patching

-          PSP-Printer mgmt - Install and maintain printer management software on dedicated application servers used to manage the printers on the network

-          PSP CUPSS/AD adming - Troubleshooting account issues

-          PSP-Printer mgmt - Keep printer drivers updated on all PSP F&P servers

-          PSP-Printer mgmt - Create printer installation procedures

-          PSP-Printer mgmt - Assist with inventory tracking of PSP printers

Participate in agency Disaster Recover and Continuity of Government planning.

Function as liaison between the agency and outside agencies or vendors as necessary to resolve operational problems.

Perform work on special projects.

Be knowledgeable of, adhere to, and contribute to established service management processes and procedures.

Be knowledgeable of, adhere to, and contribute to established knowledge management processes and procedures.

Be knowledgeable of, adhere to, and contribute to established digital accessibility regulations and standards.

Perform related work as necessary.

Responds to after-hours requests for technical assistance on an as-needed basis

Must be able to pass PSP background checks related to employment and CJIS policies

Performs other related duties as assigned, to include those outlined in the Department’s CoG Plan when the Plan is activated. Responds to the designated alternate or secondary location when directed in response to a catastrophic incident.

Decision Making: 

Work is assigned by the Operations Manager who outlines general instructions and objectives and/or operational support and maintenance responsibilities. Work is performed using independent initiative and judgment. Work is reviewed upon completion for attainment of project goals and effectiveness of support and maintenance services.

Work is assigned to others on the team by outlining broad project objectives and/or operational support and maintenance responsibilities. Work is performed using independent initiative and judgment. Work is reviewed upon completion for attainment of project goals and effectiveness of support and maintenance services.

Essential Functions:

1.           Use personal computer/laptop with Microsoft Office products and other business/technical software

 2.          Plan, organize and prioritize multiple tasks effectively

 3.           Analyze and interpret complex information

 4.           Analyze and logically troubleshoot discrepancies

 5.           Successfully completes mandatory training

 6.           Communicate effectively both orally and written

 7.           Establish and maintain effective working relationships

 8.           Work independently and as a team member

 9.           Interpret and apply security concepts