Information Technology Technician

$50,836 - $77,321/Yr

Commonwealth Of Pennsylvania

Full-time - Entry Level

Remote

Administration of Human Resource Programs

About the position

The IT Technician position at the Commonwealth of Pennsylvania is a full-time role within the Technical Support Division, responsible for providing Tier 1 IT help desk support to approximately 250,000 active and retired members and over 250 staff. The primary focus is on delivering exceptional customer service and ensuring a positive end-user experience by maintaining and supporting the IT infrastructure. This role requires strong technical abilities, communication skills, and a desire to learn and grow in the IT field.

Responsibilities

• Serve as the initial point of contact for IT support inquiries.
• Provide Tier 1 IT help desk support to users.
• Gather initial information from users to determine the nature of their problems.
• Log and track incidents in the IT support system.
• Resolve basic IT issues and escalate complex problems to senior team members.
• Maintain and service the SERS IT infrastructure.
• Stay updated on current technology developments and industry best practices.

Requirements

• One year of experience as an IT Help Desk Technician or equivalent role.
• An associate degree in an IT field or related area.
• Two years of experience providing IT support services involving hardware and software installation, operation, and maintenance.
• Completion of a one-year apprenticeship in the IT technical support field may substitute for experience.
• Ability to perform essential job functions and meet PA residency requirements.

Nice-to-haves

• Strong desire to learn and grow in the IT field.
• Exceptional listening and communication skills.
• Ability to work in a team environment.

Benefits

• Paid parental leave
• Internal mobility program
• Health insurance
• Dental insurance
• Military leave
• Paid time off
• Paid military leave
• Work from home options
• Vision insurance
• Flexible schedule
• Paid sick time