Information Technology Generalist 1 - Dauphin, United States - State of Pennsylvania

Description

Salary: $56, $86,514.00 Annually

Location : Dauphin County, PA

Job Type: Civil Service Permanent Full-Time

Job Number: CS

Department: Executive Offices

Division: EX OA HHS ITDC Serv Mgmt Div

Opening Date: 05/02/2024

Closing Date: 5/15/2024 11:59 PM Eastern

Job Code: 01541

Position Number:

Union: AFSCME

Bargaining Unit: A4

Pay Group: ST07

Bureau / Division Code:

Bureau / Division: EX OA HHS ITDC Serv Mgmt Div

Worksite Address: 2525 N. 7th Street - 3rd Floor, HUB

City: Harrisburg, Pennsylvania

Zip Code: 17110

Contact Name: Bryanne Hickerson

Contact Phone:

Contact Email:

THE POSITION

Are you looking for an exciting opportunity to utilize your experience and knowledge in the information technology (IT) field? If so, look no further The Health and Human Services (HHS) IT Delivery Center provides end-to-end IT services to all staff in the Department of Human Services (DHS), the Department of Health (DOH), the Department of Drug and Alcohol Programs (DDAP), and the Pennsylvania Department of Aging (PDA).

DESCRIPTION OF WORK

Digital Communications Support

• Member of a team that operates all digital collaboration networking sites.
• Supports the design of all digital collaboration networking sites.
• Supports the delivery of all digital collaboration networking sites.
• Supports the operation and maintenance of all service components.
• Supports technical resources associated with the service.
• Receives work assignments from unit lead and management.
• Provides input regarding the long and short-term service goals and strategies.
• Provides input regarding future requirements and enhancements to ensure successful service evolution.
• Works closely with service lead and management to ensure the service is delivered successfully.
• Provides unit lead and management with information necessary to prepare annual budget requests.
• Provides input in reviewing purchase requests and proposals for correctness and adherence to Department's and Commonwealth's standards.
• Ensures all service-related schedules and calendars are properly synced to the service delivery.
• Helps to manage technology documentation, guides, and training courses that are utilized by technical and business staff in the Departments.
• Provides classroom type training for delivery center staff on how to effectively utilize the service.
• Collects and provides required artifacts such as edited recordings, attendance lists, and chat transcripts.
• Troubleshoots and resolves service issues.
• Maintains effective working relationships with managers and coworkers.
• Provides input and helps facilitate the continual improvement of the service.
• Reviews technical manuals and other literature.
• Attend workshops, seminars, and training classes to enhance knowledge in all aspects of the service.

Technical Support

• Ensures the effectiveness and operability of information technology and communications systems.
• Assists in the analysis of complex and / or new categories of hardware issues that impact the effectiveness of business communication systems.
• Assists in the analysis of complex and / or new categories of software issues that impact the effectiveness of business communication systems.
• Assists in the analysis of complex and / or new categories of network issues that impact the effectiveness of business communication systems.
• Assists in the analysis of complex and / or new categories of telecommunication issues that impact the effectiveness of business communication systems.
• Assists in the coordination of efforts of all IT service groups and help desks to identify, communicate, troubleshoot, and resolve high / critical issues that impact business communication systems.
• Creates and maintains technical knowledge templates.
• Encourages feedback for staff and program areas to contribute to knowledge articles.

Additional details regarding the duties of this position may be found in the position description.

Work Schedule and Additional Information:

• Full-time employment.
• Work hours are 8:00 AM to 5:00 PM, Monday - Friday. (candidate may decide schedule) Lunch period will be based on selected work schedule (30 minute/1 hour lunch).
• Telework: You may have the opportunity to work from home (telework) part-time up to 3 days a week. In order 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.
• Free parking is located at the headquarters office.
• 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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS
Minimum Experience and Training Requirements:

• One year as an Information Technology Trainee or Information Technology Technician; 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 degree in any information technology field; or
• An equivalent combination of experience and training.

Other Requirements:

• 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.

How to Apply:

• 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 experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.

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 ra-cs-

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

EXAMINATION INFORMATION

• Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
• Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
• Your score is valid for this specific posting only.
• You must provide complete and accurate information or:
  • your score may be lower than deserved.
  • you may be disqualified.

You may only apply/test once for this posting.

Your results will be provided via email.

Learn more about our Total Rewards by watching this short

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance
We know there's more to life than just work Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks
Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit and click on the benefits box.

*Eligibility rules apply.

01

Do you have one or more years of experience as an Information Technology Trainee while employed by the Commonwealth of Pennsylvania?

• Yes
• No

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

03

Do you have one or more years of experience as an Information Technology Technician while employed by the Commonwealth of Pennsylvania?

• Yes
• No

04

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

05

How many years of information technology experience do you possess?

• 3 or more years
• 2 to less than 3 years
• 1 to less than 2 years
• Less than 1 year
• No experience

06

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

07

Do you possess college education in an information technology field?
If yes, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add transcript(s) to the application after it has been submitted.
If you answer "yes" to this question based on education acquired outside of the United States, you must also upload a copy of your foreign credential evaluation. For more information on foreign education credentials, please visit and click on Other Information.

• Yes
• No

08

You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. You must complete the application and answer the supplemental questions. Resumes, cover letters, and similar documents will not be reviewed for the purposes of determining your eligibility for the position or to determine your score.
All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.

Read each question carefully. Determine and select which "Level of Performance" most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training. The "Level of Performance" you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered. In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.

If you have read and understand these instructions, please click on the "Yes" button and proceed to the exam questions.

If you have general questions regarding the application and hiring process, please refer to our

• Yes

09

WORK BEHAVIOR 1 - TECHNICAL ASSISTANCE
Receives calls, emails, or in-person requests from users requiring technical assistance. Resets passwords and unlocks user accounts. Troubleshoots and resolves general user issues. Provides guidance to lower level staff in diagnosing, troubleshooting, and resolving user issues and provides technical solutions to issues or requests based on best practices.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience troubleshooting and resolving user issues by utilizing effective customer service techniques. I was responsible for resolving all levels of technical questions and issues and was the escalation point for complex issues referred by lower-level technicians.
• B. I have experience troubleshooting and resolving user issues by utilizing effective customer service techniques. I was responsible for resolving routine questions and issues, but referred more complex technical issues to a higher-level technician for resolution.
• C. I have successfully completed college-level coursework in information technology troubleshooting.
• D. I have NO experience or coursework related to this work behavior.

10

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The actual duties you performed related to technical assistance
3. Your level of responsibility

11

If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

12

WORK BEHAVIOR 2 - STANDARDS AND PROCEDURES
Implements policies, plans, and standards related to system security. Monitors ongoing information technology processes, standards, and documents areas for improvement. Provides recommendations for changes as needed.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience implementing policies, plans, and standards and providing recommendations for changes as needed. I was also responsible for monitoring the processes and standards and documenting areas for improvement.
• B. I have experience implementing policies, plans, and standards and providing recommendations for changes as needed. Someone else was responsible for monitoring the processes and standards and documenting areas for improvement.
• C. I have successfully completed college-level coursework in policy development or data analysis.
• D. I have NO experience or coursework related to this work behavior.

13

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The actual duties you performed related to standards and procedures
3. Your level of responsibility

14

If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

15

WORK BEHAVIOR 3 - WRITTEN COMMUNICATION
Prepares written, technical, or narrative documents such as incident reports, testing script materials, and user acceptance documents and plans. Maintains call logs and identifies and reports recurring system issue patterns.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience preparing written, technical, or narrative documents such as status reports and test script materials. I was responsible for the final document that conveyed customized information to the intended recipients.
• B. I have experience preparing written, technical, or narrative documents such as status report and test script materials. I was responsible for compiling a portion of the document, but someone else was responsible for the final version that conveyed customized information to the intended recipients.
• C. I have successfully completed college-level coursework in business writing, technical writing, English composition, journalism, or communications.
• D. I have NO experience or coursework related to this work behavior.

16

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The actual duties you performed related to written communication
3. Your level of responsibility

17

If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

18

WORK BEHAVIOR 4 - PERSONAL COMPUTER/USER SET UP AND MAINTENANCE
Configures and installs hardware and software on new workstations and deploys updates to current workstations. Ensures hardware and software are in working order and recommends or performs minor adjustments and repairs.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience configuring and installing hardware and software on workstations. I was also responsible for testing the hardware and software I configured and installed.
• B. I have experience installing and testing hardware and software on workstations. Someone else was responsible for the configuration of the hardware and software I installed and tested.
• C. I have successfully completed college-level coursework in hardware and software installation and maintenance.
• D. I have NO experience or coursework related to this work behavior.

19

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The actual duties you performed related to personal computer/user set up and maintenance
3. Your level of responsibility

20

If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

21

WORK BEHAVIOR 5 - NETWORK MONITORING AND EVALUATION
Monitors network and reports any issues to higher-level specialists. Performs hardware and software diagnostics to isolate and correct system issues. Executes test plans for new systems and analyzes outputs to ensure compatibility before implementation.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience monitoring and evaluating network performance. I was responsible for performing hardware and software diagnostics to isolate and correct system issues.
• B. I have experience monitoring and evaluating network performance. I was responsible for performing hardware and software diagnostics; however, someone else corrected system issues using the data I provided.
• C. I have successfully completed college-level coursework in network monitoring or network management.
• D. I have NO experience or coursework related to this work behavior.

22

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The actual duties you performed related to network monitoring and evaluation
3. Your level of responsibility

23

If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

24

WORK BEHAVIOR 6 - TRAINING
Conducts trainings and workshops using multiple delivery methods such as instructor-led classrooms and workshops, or remote webcasts. Trains new employees on applicable procedures and policies through job shadowing and observation. Updates and maintains training materials, manuals, bulletins, on-line help, videos, and other user aids for formal training.

Levels of Performance

Select the Level of Performance that best describes your claim.

• A. I have experience conducting trainings and workshops in a formalized classroom setting. I was also responsible for training new employees on applicable procedures and policies through job shadowing and observation.
• B. I have experience training new employees on applicable procedures and policies through job shadowing and observation. Someone else was responsible for conducting training and workshops in a formalized classroom setting.
• C. I have successfully completed college-level coursework in training, education, or public speaking.
• D. I have NO experience or coursework related to this work behavior.

25

In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

1. The name(s) of the employer(s) where you gained this experience
2. The actual duties you performed related to training
3. Your level of responsibility

26

If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.

1. College/University
2. Course Title
3. Credits/Clock Hours

Required Question