Service Delivery Officer I

Pennsylvania Housing Finance Agency•Harrisburg, PA

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Job Description Job Responsibilities Serve as the first point of contact for IT-related queries via phone, email, or in person and provide step-by-step technical help, both written and verbal. Analyze, troubleshoot, and resolve hardware, software, infrastructure, and network issues for all agency staff across all supported platforms and environments. Install, configure, and maintain desktops, laptops, printers, and other IT equipment. Work as a team member with other technical staff to ensure connectivity and compatibility between systems. Assist other Division staff as required, including hardware and software orientation and on-the-job training to new Division staff members. Assist with user accounts and permissions. Document support tickets, solutions, and recurring issues in the Help Desk system for future reference. Work with or escalate complex issues to senior IT staff or external vendors when necessary. Monitor and maintain IT assets and inventory records. Maintain knowledge base articles and documentation for common issues and solutions. Stay current with system information, changes, and updates. At all times, maintain confidentiality concerning the information being processed, stored, or accessed on the PHFA network and associated systems. Regularly works on tasks that are varied and complex. Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; may serve as lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.

Requirements

Associate of Science - Information Technology
Relevant professional experience (2-5 years)
Experience Relevant professional experience (2-5 years)

Responsibilities

Serve as the first point of contact for IT-related queries via phone, email, or in person and provide step-by-step technical help, both written and verbal.
Analyze, troubleshoot, and resolve hardware, software, infrastructure, and network issues for all agency staff across all supported platforms and environments.
Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
Work as a team member with other technical staff to ensure connectivity and compatibility between systems.
Assist other Division staff as required, including hardware and software orientation and on-the-job training to new Division staff members.
Assist with user accounts and permissions.
Document support tickets, solutions, and recurring issues in the Help Desk system for future reference.
Work with or escalate complex issues to senior IT staff or external vendors when necessary.
Monitor and maintain IT assets and inventory records.
Maintain knowledge base articles and documentation for common issues and solutions.
Stay current with system information, changes, and updates.
At all times, maintain confidentiality concerning the information being processed, stored, or accessed on the PHFA network and associated systems.
Regularly works on tasks that are varied and complex.
Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; may serve as lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.