Systems Support Specialist
*This is a hybrid position
Description:
- This position is responsible for providing remote support to the Western region as well as hands on support to the Southwestern portion of the delivery center.
- The delivery center has multiple support locations in the SW including DEP regional district offices DCNR TopoGeo as well as state park and forestry offices and AG racetracks.
Responsibilities:
- Respond to support and product use inquiries in a courteous and efficient manner with the goal of minimizing user downtime.
- The incumbent will perform the following documenting problems diagnosis troubleshooting imaging configuration and installation of PCs laptops agency printers, scanners, software, application, assistance etc.
- This person will perform as a Tier 2 Support team member requiring knowledge and adherence to CEDC member defined support processes standards and requirements.
- This person will also be expected to provide direction to team members and participate in knowledge transfer and documentation when required.
- Operational support duties for approx. 5000 devices and individuals in 5 agencies is required
- OPS Tier 2 technical support may involve product user guidance software and hardware installations desktop data migration desktop moves and printer troubleshooting for repair.
- Capture all relevant data in incident management system and route incidents as necessary.
- 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- Assist with computer deployments including setup of new equipment and removal and surplus of outdated equipment.
- Use established CoPA Enterprise processes for all support activities.
- Tier 2 responsibilities include PC deployments software installations system hardware/software troubleshooting and remediation other duties as assigned.
- Manages the administration of computer accounts groups mailboxes resource accounts and distribution lists via the account management application
- Develop manage content configure access management requirements for Operational Support Tier 2 support documents.
- Repository provides instructional content to support staff and acts as a knowledge base for Operational Support Staff needs.
- CEDC standards documentation and high-level technical instructions are developed and housed on share.
- 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.
- Assists in maintaining asset inventory in incident management system.
- Escalation of hardware issues to proper vendor as contracted.
Required Skills/Knowledge/Experience:
- Demonstrated experience with SCCM deployment processes and configurations., Required 2 Years
- PowerShell scripting experience, Desired
- ServiceNow experience, Desired
- Experience supporting Commonwealth customers, Desired
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!