Operational Support

This person will perform as a Tier 2 Support team member requiring knowledge and adherence to CEDC 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Assist with computer deployments including setup of new equipment and removal and surplus of outdated equipment.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

Comply with all CEDC and Commonwealth security policies and guidelines. Works to coordinate Commonwealth Information Security Office (CISO) policies and implementations within the CEDC. Researches, analyzes, reports, and makes recommendations on the capabilities and limitations of proposed CISO initiatives, software and policies as they affect CEDC IT and Program Area business.

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 CEDC 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

Requirements