Information Technology Technician

Commonwealth of Pennsylvania • Dauphin County, PA

3d • Hybrid

About The Position

The Pennsylvania Liquor Control Board (PLCB) has an exciting opportunity for a professional Information Technology Technician with the Bureau of Enterprise Infrastructure and Operations, Services and Support Division. In this night shift role with our Service Desk Team, you will be responsible for providing internal customer support to agency personnel that keeps vital IT systems running for Fine Wine & Good Spirits retail stores, other PLCB teams, and customers all across the state. Apply now and help provide key IT support for an agency that serves as responsible a retailer, wholesaler, and regulator of Pennsylvania’s alcohol industry while maximizing financial returns for the benefit of all people in our state. This night shift position provides first level technical support to agency personnel based on established troubleshooting workflows and common problem resolutions while working in a team structure. Work involves coordinating closely with other IT divisions and other agency departmental offices to ensure that work is performed in accordance with procedural requirements.

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
• An associate degree in an IT field; 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 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 meet the PA residency requirement.
• You must be able to perform essential job functions.
• 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.

Responsibilities

• Field calls from the public and Fine Wine & Good Spirits retail stores, verify client contact info, and create service tickets
• Collect information from callers about the nature of the problem and lead callers through tests and diagnostic procedures to determine the source of the error
• Log client interactions and maintain detailed incident problem description, work log, and resolution notes
• Apply IT troubleshooting practices and methodology to identify and resolve hardware, software, network, and point of sale system issues across a variety of devices
• Complete all first level technical processes, then forward complex issues to a higher level of support

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree