IT Generalist

• An employee in this job performs IT duties that includes desktop hardware support installing software per the required job duties of a user adding network printers supporting virtual desktops setting up users with the proper access providing updates on projects working with various bureaus/sections to test software/hardware and other duties that are assigned by IT management. Call center help desk analyst desktop support and end user support experience are all valid for this position.
  
• Work may involve serving as the point of contact for all IT needs typically in a field location or business area where work includes at least one technical element appropriate to this level.
  
• Work is generally performed in a networked environment and involves the application of technical IT principles to manage information for the business area in accordance with Commonwealth and agency standards.
  
• Duties are performed with considerable independence and are subject to review by an administrative or technical supervisor for quality.
  
  

• Assists in implementing administering and maintaining system security standards policies and procedures.
  
• Work in a centralized support capacity providing statewide technical assistance on desktop hardware laptops tablets peripherals and software and establishing and implementing supported agencies hardware and software installation standards.
  
• Provide review and/or submit request forms as needed for users to obtain computer systems access
  
• Participates in the investigation analysis and resolution of enduser security and resource access control problems.
  
• Administer network security. Add/change/delete user accounts passwords and account lockouts.
  Perform machine security patch and virus software upgrades.
  
• Assesses and recommends the most appropriate training option such as inhouse outservice and online to address specific training needs.
  
• Develops original training materials manuals bulletins online help video and other user aids.
  
• Responds to calls emails and walkins for assistance. Documents problems and diagnostics.
  
• Troubleshooting and resolving hardware software and network problems.
  
• Support virtual desktops. Provide access troubleshooting resolve software and configuration issues.
  
• Troubleshoot remote connections to virtual desktops.
  
• Work with other BIT staff to increase familiarity with their functions and how they support computer use throughout the supported agencies.
  
• Conducts formal inservice classroom IT training for users and technical staff.
  Maintains and recommends ongoing improvements to the agency s project management methodology
  
• processes standards and associated documentation.
  
• Ensures that projects are clearly defined and that proper project management procedures and methods are used on existing projects and corrects deficiencies.
  
• Reviews project plans and tracks current status of projects.
  
• Resolves or escalates project related issues that may include project status and progress via project metrics risk mitigations contingencies changes in scope timeframe concerns and program area or development issues.
  
• Manages IT projects following the agency s or Commonwealth s project management methodology.
  
• Performs related work as required.
  

Requirements

• Knowledge of information technology concepts and practices.
  
• Knowledge of the component parts of personal computers peripherals servers and their associated
  
• functionality.
  
• Knowledge of the functions and capabilities of hardware and software.
  
• Knowledge of troubleshooting techniques.
  
• Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.
  
• Knowledge of networking concepts.
  
• Knowledge of the principles of information technology project management.
  
• Knowledge of hardware and software testing methods.
  
• Knowledge of the principles and techniques of information technology documentation.
  
• Knowledge of information technology systems performance monitoring techniques.
  
• Ability to read and interpret technical materials such as specifications technical manuals and other project documentation.
  
• Ability to identify correct logic relationships and statements.
  
• Ability to analyze information in order to diagnose and troubleshoot technical problems.
  
• Ability to communicate effectively orally.
  
• Ability to communicate effectively in writing.
  
• Ability to establish and maintain effective working relationships.