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Information Technology Technician

Information Technology Technician-March 2024

Pennsylvania

Mar 28, 2026

About Information Technology Technician

　　Information Technology Technician

　　Print (https://www.governmentjobs.com/careers/pabureau/jobs/newprint/4346867)

　　Apply

　　Information Technology Technician

　　Salary

　　$49,839.00 - $75,795.00 Annually

　　Location

　　Dauphin County, PA

　　Job Type

　　Civil Service Permanent Full-Time

　　Job Number

　　CS-2024-74027-01510

　　Department

　　Liquor Control Board

　　Division

　　LC Serv and Supp Div

　　Opening Date

　　01/19/2024

　　Closing Date

　　2/1/2024 11:59 PM Eastern

　　Job Code

　　01510

　　Position Number

　　00025339

　　Union

　　AFSCME

　　Bargaining Unit

　　Pay Group

　　ST06

　　Bureau / Division Code

　　00268956

　　Bureau / Division

　　Bureau of Enterprise Infrastructure and Operations, Services and Support Division

　　Worksite Address

　　6345 Flank Drive

　　City

　　Harrisburg, Pennsylvania

　　Zip Code

　　17112

　　Contact Name

　　Tracey Davis

　　Contact Phone

　　717.772.3660

　　Contact Email

　　[email protected]

　　Description

　　Benefits

　　Questions

　　THE POSITION

　　The Pennsylvania Liquor Control Board (PLCB) has an exciting opportunity for a professional Information Technology Technician in the Services and Support Division. This position provides internal customer support as a part of the Pennsylvania Liquor Control Board (PLCB) Help Desk Team which services an organization that generates $2.5 billion dollars in wine and liquor sales via more than 600 Fine Wine & Good Spirits retail store locations, two warehouse distribution centers, regional offices, and home-based license investigators throughout the Commonwealth of Pennsylvania. The PLCB Help Desk is the single point of contact for service and support dealing with hardware, software, and procedural Point of Sale (POS) issues as well as all IT-related issues. This position is for the Day Shift Team, providing Call Center Support for established workflows and common problems. Don't miss this career opportunity, apply today!

　　DESCRIPTION OF WORK

　　The PLCB Help Desk’s client population includes more than 2,000 PCs with all related software, over 1,200 POS systems with related inventory management web-based applications, network printers, and networking equipment. The position incumbent works in a team structure within Information Technology Services (ITS) and coordinates closely with other ITS divisions and other agency departmental offices to ensure that work completed is performed in accordance with procedural requirements. This is a 1st level technical support position which provides support based on established troubleshooting workflows and common problem resolutions.

　　Additional details regarding the duties of this position may be found in the position description. (https://careers.employment.pa.gov/pd/PD_NEOGOV.asp?p=00025339)

　　Work Schedule and Additional Information:

　　Full-time employment.

　　Work hours are 9:00 am to 5:00 pm, Monday - Friday (alternating work schedule), with a 30-minute lunch.

　　Telework: You may have the opportunity to work from home (telework) part-time, with the exception of reporting to the Flank Drive Building four days per month, and as operational needs dictate. In order to telework, you must have a securely configured high-speed internet connection. If you are unable to telework, you will have the option to report to the headquarters 6345 Flank Drive in Harrisburg.

　　Salary: The starting salary for this position for new Commonwealth employees is fixed at the minimum salary listed above and is not 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 of experience as an IT Help Desk Technician (commonwealth title);or

　　Two years of experience providing IT support services involving hardware and software installation, operation, and maintenance;or

　　One year of experience providing IT support services involving hardware and software installation, operation, and maintenance and completion of a one-year apprenticeship in the IT technical support field;or

　　An associate degree in an IT field;or

　　An equivalent combination of experience and training.

　　Other Requirements:

　　You must meet the PA residency requirement (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) . For more information on ways to meet PA residency requirements, follow the link (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) and click on Residency.

　　You must be able to perform essential job functions.

　　Legal Requirements:

　　You must pass a background investigation. An applicant with a felony conviction within the last ten years of their prospective date of employment is not permitted to work for the PLCB, per section 210(c) of the Pennsylvania Liquor Code. Other criminal convictions will be reviewed on a case-by-case basis.

　　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 www.employment.pa.gov/Additional%20Info/Pages/default.aspx and click the Veterans’ Preference tab or contact us at [email protected] .

　　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/testoncefor this posting.

　　Your results will be provided via email.

　　Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !

　　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, six 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 visitwww.employment.pa.gov and click on the benefits box.

　　*Eligibility rules apply.

　　How many years of experience do you possess providing information technology support services involving hardware and software installation, operation, and maintenance?

　　2 or more years

　　1 to less than 2 years

　　Less than 1 year

　　No experience

　　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 experiencemustalso 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.

　　Do you possess a conferred associate's degree or higher, or are you within 3 months of obtaining a conferred associate's degree, in any information technology field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. 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 a 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 visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.

　　Yes

　　If you do not have a conferred associate's degree or higher, on what date do you expect to receive your degree? Type N/A in the text box if this does not apply.

　　Do you possess college-level education in an information technology field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. 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 a 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 visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.

　　Yes

　　CS-INSTRUCTIONS 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. Youmustcomplete the applicationandanswer the supplemental questions. Resumes, cover letters, and similar documents willnotbe 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 ourFAQ page (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) .

　　Yes

　　WORK BEHAVIOR 1 – TECHNICAL ASSISTANCE

　　Receives calls from users requiring technical assistance. Resets passwords and unlocks user accounts. Troubleshoots and resolves general user issues. Follows up with users to ensure their needs have been met. Works with other information technology areas to isolate and identify the cause of problems related to user issues. Escalates more complex issues to a higher-level technician for resolution.

　　Levels of PerformanceSelect the Level of Performance that best describes your claim.

　　A. I have experience identifying and troubleshooting user issues by utilizing effective customer service techniques. I was responsible for analyzing user information to determine the cause of the issue and how to resolve it.

　　B. I have experience identifying and troubleshooting user issues by utilizing effective customer service techniques. I used pre-established help desk scripts or scenarios to guide the troubleshooting process.

　　C. I have successfully completed college-level coursework related to information technology troubleshooting.

　　D. I have NO experience or coursework related to this work behavior.

　　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.

　　The name of the employer(s) where you gained this experience

　　The actual duties you performed related to technical assistance

　　Your level of responsibility

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

　　College/University

　　Course Title

　　Credits/Clock Hours

　　WORK BEHAVIOR 2 – 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. Compiles, organizes, and tracks data variables regarding each request for system review, analysis, and remediation.

　　Levels of PerformanceSelect 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 reports 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 related to business writing, technical writing, English composition, journalism, or communications.

　　D. I have NO experience or coursework related to this work behavior.

　　The name of the employer(s) where you gained this experience

　　The actual duties you performed related to written communication

　　Your level of responsibility

　　College/University

　　Course Title

　　Credits/Clock Hours

　　WORK BEHAVIOR 3 – SYSTEM MONITORING AND TESTING

　　Monitors systems 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 PerformanceSelect the Level of Performance that best describes your claim.

　　A. I have experience monitoring and evaluating system performance. I was responsible for performing hardware and software diagnostics to isolate and correct system issues.

　　B. I have experience monitoring and evaluating system 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 related to system monitoring or system administration and management.

　　D. I have NO experience or coursework related to this work behavior.

　　The name of the employer(s) where you gained this experience

　　The actual duties you performed related to system monitoring and testing

　　Your level of responsibility

　　College/University

　　Course Title

　　Credits/Clock Hours

　　WORK BEHAVIOR 4 – USER SETUP AND MAINTENANCE

　　Installs software on new workstations and creates and modifies user accounts. Ensures software is in working order and appropriate user permissions are set. Deploys computer updates and patches to workstations and recommends or performs minor adjustments and repairs.

　　Levels of PerformanceSelect the Level of Performance that best describes your claim.

　　A. I have experience installing software on workstations and creating user accounts. I was responsible for testing the software and ensuring the appropriate user permissions are set.

　　B. I have experience installing software on workstations and creating user accounts. Someone else was responsible for testing the software and ensuring the appropriate user permissions are set.

　　C. I have successfully completed college-level coursework related to software installation or information technology security.

　　D. I have NO experience or coursework related to this work behavior.

　　The name of the employer(s) where you gained this experience

　　The actual duties you performed related to user setup and maintenance

　　Your level of responsibility

　　College/University

　　Course Title

　　Credits/Clock Hours

　　WORK BEHAVIOR 5 – RESEARCH AND DOCUMENTATION

　　Conducts research by gathering, analyzing, and interpreting information related to information security and current developments in technology and industry best practices. Researches files and coordinates information from other personnel to prepare for special projects and reports as needed.

　　Levels of PerformanceSelect the Level of Performance that best describes your claim.

　　A. I have experience researching records and files for various projects and reports. When given a topic, I was responsible for compiling all available documents from a variety of data sources.

　　B. I have experience retrieving specifically requested records and files from a single records location.

　　C. I have successfully completed college-level coursework related to research methods, statistics, research design and analysis, or data collection.

　　D. I have NO experience or coursework related to this work behavior.

　　The name of the employer(s) where you gained this experience

　　The actual duties you performed related to research and documentation

　　Your level of responsibility

　　College/University

　　Course Title

　　Credits/Clock Hours

　　Required Question

　　Agency

　　Commonwealth of Pennsylvania

　　Address

　　613 North Street

　　Harrisburg, Pennsylvania, 17120

　　Website

　　http://www.employment.pa.gov

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