This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.

Training will occur in a CEDC or OA facility in Harrisburg.

After training, this will be a teleworking (work from home) position but may change in the future. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.

Key Responsibilities:

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.
• Ensure quality standards and SLAs are followed.

• Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
• Coordinates with co-workers to research problems and find solutions.
• Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.
• Track every call or email in the IT ticketing system, currently ServiceNow.
• Monitor call center software for incoming calls and answer promptly.
• Suggest update to the user-training manuals, KB’s, and procedures.
• equired Experience
• to 3 years of help desk experience
• referred Qualifications
• xperience at a similar service desk environmnet
• xperience with ServiceNow or similar ticketing system