Senior End User Support Technician

Interested candidates must apply to the Senior End User Support Technician posting by visiting careers.paturnpike.com by August 11, 2023.

The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as:

• Hybrid Work - combination of remote and in-person reporting
• Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days

*Some options may require completion of probationary period. The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 552-mile system used by 192 million vehicles a year. Together, we are building the highway of the future.

Job Purpose and Summary

This position is responsible for performing advanced technical work in the administration, operation and monitoring of both utility and end user systems for the Pennsylvania Turnpike Commission (PTC). Work is performed with independence and reviewed for attainment of program goals, completion of projects, overall performance and quality/effectiveness of services provided. Functions as a lead worker over lower-level staff.

Essential Functions & Responsibilities

Leads and participates in the research, design, testing, configuration, installation and maintenance of end user system component software, upgrades, service packs, patches, enhancements, and third-party add-on software.

Performs tier 3 issue assessments and resolves technical problems, working with manufacturers and vendors as needed.

Evaluates, tests, and recommends hardware and software solutions to maintain and improve the end user’s computing environment.

Performs complex system problem resolution and technical project support. Assists lower-level technicians with the deployment of complex systems and incident resolution when required.

Provides maintenance and expert-level support for various complex systems including but not limited to, operating systems, end user hardware, mobile devices, multi-function printing/fax devices and audiovisual systems.

Monitors system logs and utilizes a broad set of advanced diagnostic tools to deploy, configure, and ensure the optimum performance of Information Technology (IT) Support Service systems.

Provides technical advice to functional and development teams on the design, use and performance of end user systems.

Builds relationships with business partners to ensure end user services and productivity goals are understood and exceeded.

Interacts with all IT support groups to assist in troubleshooting, identifying root cause, and providing technical support when needed.

Stays abreast of trends in IT Support Management, end user technologies, sourcing, policies, procedures, and other external changes that could have an impact on IT services.

Organizes and delivers technical support for corporate events including executive/board level meetings and other high visibility events.

Supports the principles defined in the Strategic Enterprise Technology Plan.

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as assigned.

Qualifications

Nine (9) years of experience in Information Technology providing support and administration for at least four of the following ten platforms: Windows 10, Active Directory, ServiceNow Discovery / SAM, Intune MDM (Microsoft End Point Manager) / AirWatch, SCCM / Config Manager, Goldfax, Canon / PaperCut, VmWare, Webex, or Crestron
OR
Five (5) years of experience in Information Technology providing support and administration for at least four of the following ten platforms: Windows 10, Active Directory, ServiceNow Discovery / SAM, Intune MDM (Microsoft End Point Manager) / AirWatch, SCCM / Config Manager, Goldfax, Canon / PaperCut, VmWare, Webex, or Crestron AND a bachelor’s degree in computer science or related field. Equivalent combination of education and/or experience may be accepted.
OR
One (1) year as an End User Support Technician 2 at the PTC will be considered equivalent to the minimum education and experience requirements.

Certifications preferred but not required (Microsoft, CompTIA A+, HDI, ITIL, etc.)

Competencies

Active Listening

Analytical Thinking

Attention to Detail

Communication Proficiency

Critical Thinking

Customer Service

Innovation

Problem Solving/Analysis

Reliability

Teamwork Orientation

Technical Capacity

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems involving reaching/grasping and repetitive motions. Position requires occasional exertion of up to ten (10) pounds, reaching above shoulders, crouching, kneeling, stooping and/or crawling to complete work assignments. May occasionally work outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Occasionally may be required to work in smaller areas with some exposure to noise.

Benefits

The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement. In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.