Technical Support Specialist

This is a hybrid position that could require reporting to various state locations throughout the Southwestern PA region for on-site tech support. Mileage reimbursement will be offered for added travel to locations that is not the assigned home office.

• Demonstrated experience with SCCM deployment processes and configurations.
• 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 PC’s, 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.