Information Technology Generalist 1

Commonwealth of PA | Dauphin County, PA

Posted Date 10/08/2019
Description Do you like helping people with their technology issues?
  • Full-time employment
  • Work Hours: 8:00 am - 4:30 pm; Monday - Friday; 1 hour lunch
This position reports to the Office of Administration, Infrastructure and Economic Development (IED) Delivery Center, Bureau of Infrastructure Operations IT Service Desk, working in the Central Office  which is located in the Harrisburg area, and provides IT support for the Department of Transportation (PennDOT), Department of Economic and Community Development (DCED), and Pennsylvania Emergency Management Agency (PEMA).

This position will aide in supporting various technologies, focusing on first call resolution, incident management for approximately 20,000 plus users, 50,000 IT assets, at more than 800 locations.

Receives calls for assistance, elicits information, and performs hardware and software diagnostic procedures including the use of software utility programs in the diagnosis and troubleshooting of information technology hardware and software problems; and resolves, refers to technical staff or arranges for vendor service following up to ensure that the work is completed appropriately.

Diagnoses system hardware, software, and operator failures, and recommends or performs minor repairs and adjustments and/or refers to the appropriate service personnel for resolution.

Provides support to users on system hardware and software applications.

Escalate calls concerning network outages to the appropriate level. Communicate and record all network outages and report to management.

Participates in analyzing and resolving inter-connectivity and other problems that occur in a network.

Performs password administration to support Delivery Center applications.

Provide expert technical first line support to all customers in need of assistance relating to technology problems that are encountered on a daily basis.

Establishes and maintains the Mainframe user environment through the creation and maintenance of User, Data Set, Group, and General Resource profiles, setting up and regulating RACF Class Levels, Group Accounts, and developing security for the system via automated backups, passwords, group and individual access levels.

Routes tickets to proper technical teams that are submitted via the Request for Service portal.

Acts at technical lesion between technical teams and external support companies to establish service calls ensuring IT warranty work is properly completed. 
Functions as an Agency Security Administrator (ASA) on the SAP system providing expert technical support to Department personnel in need of assistance relating to Security Administration of the SAP functions.
Participates in the development of training materials, manuals, bulletins, on-line help documents, and other user aids.
May participate in the development of plans to transition from existing system to the new system, monitors effectiveness of user operations to identify and rectify problems, maintains communication with source agencies, users, data processing personnel and others involved in the work process to identify and resolve systems deficiencies tests to insure user requirements are met.
ADA Requirements:
Must be able to understand, follow, and give oral and written instructions; use computer terminal and/or personal computers to access authorized data/information; speak to groups of managers/employees on a variety of Bureau of Department issues; utilize oral, written, and graphic processes to communicate with managers/employees/public; maintain and manage files of information related to Bureau activities; carry out certain field offices on a regular basis to review Automated Technology matters.
Ability to relocate, by picking up and moving EDP equipment.
Job location:
Commonwealth Keystone Building and other work areas assigned to the Bureau of Infrastructure and Operations.

Travels to Districts and County Offices as required.
Operate a telephone, personal computer and PC printers.
Operates mainframe terminals to control and maintain the installed software security system.
Operates copy machines and FAX machines.
Operates programmable telephone units.
Utilizes common writing implements.
Utilizes technical manuals, publications, and other research materials
This individual must be able to work with users in stressful situations and make independent decisions regarding the most efficient method to resolve an issue while minimizing the negative side effects such as data loss or loss of productivity. This individual will make daily independent decisions regarding the prioritization of customer issue resolution.
Responsibilities and duties are carried out in accordance with Commonwealth and Department policies, plans, practices, procedures and with direction by the Director of the Bureau of Infrastructure and Operations. General and specific instructions are received from the IT Service Deliver Manager. Evaluation of work performance is based both on supervisor's continuing review of achievements and on information gained through periodic conferences. Aptitude, performance and attitude are evaluated during the period as work assignments become progressively more difficult.Qualifications:
  • Must meet PA residency requirement – For more information on ways to meet PA residency requirements, follow the link and click on Residency
  • Minimum Experience and Training Requirements: One year as an Information Technology Trainee or Information Technology Technician; or one year of  information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services, and an associate's degree in any information technology field; or three years of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services; or an equivalent combination of experience and training.
  • Based on your answers to the supplemental application questions regarding education, you may be instructed to upload a copy of your college transcripts to your application. Unofficial transcripts are acceptable.
  • Must be able to perform essential job functions 

Veterans: Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs.  To learn more about employment preferences for veterans, go to and click the Veterans' Preference tab or contact us at

Telecommunications Relay Service (TRS):  711 (hearing and speech disabilities or other individuals)

The Commonwealth of Pennsylvania is proud to be an equal opportunity employer supporting workplace diversity.
  • Score valid for this specific posting only
  • Score based on information reported on application and supplemental questions
  • Provide complete and accurate information or:
    • score may be lower than deserved
    • application processing may be delayed
    • disqualification may result
  • May only test once under this announcement
  • Email notice of test results provided

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