Job Description :
Job opening

Client : CoPA
Job title : SERS-A4 Emerging SD2
Company Job ID : 584894
Location : Harrisburg, Pennsylvania
Duration : 6 Months
Short Description:
Service Desk 2 (SD2) - More than 3 years relevant experience, A+ certification preferred, additional certification may be required based on specific technologies.

Complete Description:

This is a critical position for the Technical Support Division, providing first tier help desk to the agency staff along with full support for our members who have issues gaining access to their on-line retirement accounts. This position also provides low level operational support to senior technical support staff, allowing them to focus on higher level, critical issues and business operational projects.


Our current help desk position is staffed by one IT Technician. This position performs a variety of tasks/skills such as:

Promptly answer the help desk phone.
Promptly respond to help desk emails. Create ServiceNow incidents for all phone and email requests.
Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource.
Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery.
First point of contact for all printer repairs. Contacting appropriate vendor, follow-up and sign off of repairs.
Portable Technology administrator. Maintains quarterly portable technology re-assessment and up-keep of devices.
McAfee non-compliance list. Maintains the weekly McAfee non-compliance list to ensure all devices identified on the non-compliance list are updated as needed.
Maintain the agency mobile devices (updates, repairs…
Perform agency computer repairs as needed.
Install software/updates on agency computers as needed.
Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports.
Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment.
Provide assistance with daily tape back-up procedure as needed.

The help desk handles on average 300 incidents per month. The majority of these (40%) ae Keystone ID related issues.

Skill Matrix (Kindly fill this below skill matrix and revert)
Skills Required / Desired Amount of Experience Last Used Years Used
Help desk phone and email experience Required 3 Years
Maintains quarterly portable technology re-assessment and up-keep of devices Required 3 Years
ServiceNow experience Required 1 Years
Printer repair experience Required 1 Years
Reporting experience Required 1 Years
Maintains quarterly portable technology re-assessment and up-keep of devices Required 3 Years
Computer repair/software update experience Required 3 Years
Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment Nice to have 1 Years
Provide assistance with daily tape back-up procedure as needed Nice to have 1 Years

Client : Commonwealth of Pennsylvania