Information Technology Generalist

THE POSITION

Are you self‑motivated, detail oriented, and enjoy solving problems? As an Information Technology Generalist 1, you will join a team that values service, learning, and collaboration. This position provides applications, network, and desktop support in addition to assisting in ensuring our Delivery Center receives superior customer service. Apply today and bring your energy to a team that supports essential state services.

This position supports several Commonwealth agencies by providing essential first level IT assistance in a fast‑paced service desk environment, taking user calls and emails. As an Information Technology Generalist 1, you will perform the following duties:

• Technical Support:
  Provide first level assistance for hardware, software, VPN, and network issues, escalating appropriate tickets to Tier 2 technical teams
• Service Desk Tasks:
  Manage incoming contacts, document incidents, and guide users through troubleshooting
• Account Management:
  Create, modify, and maintain user accounts and access permissions across multiple systems
• Issue Resolution:
  Analyze incidents and use technical judgment to resolve problems or upscale when needed
• Access Support:
  Diagnose and resolve authentication, profile, and connectivity issues to maintain secure system access
• Communication Duties:
  Monitor outages and disruptions and coordinate communication to support continuity of services

• Full‑time employment
• Work hours are 7:00 AM to 3:30 PM, Monday – Friday, with 60‑minute lunch.
• Telework:
  You may have the opportunity to work from home (telework) part‑time, five days of telework per pay period after completing training. To telework, you must have a securely configured high‑speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time.
  
  Additional details may be provided during the interview.
• Salary:
  In some cases, the starting salary may be non‑negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

• One year as an Information Technology Trainee or Information Technology Technician (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); 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
• 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
• An equivalent combination of experience and training.

Other Requirements:

• This particular position also requires:
• a minimum of three years of full‑time mainframe account management experience, including creating accounts, creating groups, resetting passwords, revoking accounts, and auditing accounts
• a minimum of two years of full‑time experience utilizing Genesys Automatic Call Distribution and BMC ticketing software
• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency.
• You must be able to perform essential job functions.

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirement

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed…