The Pennsylvania Liquor Control Board (PLCB) has an exciting opportunity for a professional Information Technology Technician with the Bureau of Enterprise Infrastructure and Operations, Services and Support Division. In this night shift role with our Service Desk Team, you will be responsible for providing internal customer support to agency personnel that keeps vital IT systems running for Fine Wine & Good Spirits retail stores, other PLCB teams, and customers all across the state. Apply now and help provide key IT support for an agency that serves as responsible a retailer, wholesaler, and regulator of Pennsylvania’s alcohol industry while maximizing financial returns for the benefit of all people in our state.

This night shift position provides first level technical support to agency personnel based on established troubleshooting workflows and common problem resolutions while working in a team structure. Work involves coordinating closely with other IT divisions and other agency departmental offices to ensure that work is performed in accordance with procedural requirements. As an Information Technology Technician, you will perform the following duties:

Call Management: Field calls from the public and Fine Wine & Good Spirits retail stores, verify client contact info, and create service tickets
Incident Response: Collect information from callers about the nature of the problem and lead callers through tests and diagnostic procedures to determine the source of the error
Documentation: Log client interactions and maintain detailed incident problem description, work log, and resolution notes
Technical Troubleshooting: Apply IT troubleshooting practices and methodology to identify and resolve hardware, software, network, and point of sale system issues across a variety of devices
Issues Escalation: Complete all first level technical processes, then forward complex issues to a higher level of support

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

Full-time employment
Work hours are 3:00 PM to 11:00 PM, Monday - Friday, 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 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. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
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.

QUALIFICATIONS

Minimum Experience and Training Requirements:

One year of experience as an IT Help Desk Technician (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
An associate degree in an IT field; 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 equivalent combination of experience and training.
Applicants will be considered to have met the educational requirements once they are within three months of graduating with a qualifying degree.

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 Guidelines.
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.
All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

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.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

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.

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.

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