Technical Support Coordinator

Duties include troubleshooting automation problems, performing systems administration, installing and maintaining computer and network related equipment and software, providing technical assistance to users, performing liaison duties, developing software applications for institutional use, facility administrator to the GTL Tablet/Kiosk system, and managing information technology related equipment and supplies.

Troubleshoot automation problems at SCI Mahanoy. Provide backup support to SCI Frackville, Allentown and Reading PBPPs. Perform equipment, software and network (inter-connectivity) diagnostic procedures. Research solutions and make recommendations where appropriate. Contact technical staff for support. Evaluate malfunctioning equipment to identify faulty parts or components and replace if feasible. Test repaired equipment to verify proper and consistent operation. Contact equipment/maintenance contract vendors to arrange for equipment maintenance. Track service calls to vendors to ensure work is satisfactorily completed. Restore data to file servers and workstations. Maintain problem log and document findings and resolutions. Perform systems administration. Maintain expertise in desktop operating systems. Configure computer systems to meet Department of Corrections (DOC) and Office of Administration (OA) specifications. Administer the network. Add, change and delete user accounts and network resources. Maintain logs of the network configuration. Maintain and/or instruct users on the back-up procedures for desktop computers and servers. Transfer user files and programs as necessary. Conduct systems audits, ensuring equipment is properly configured, systems administrator password(s) have not been compromised, and only approved and licensed software is installed on machines. Review and submit forms for user IDs.

Install computer and network related equipment and software. Determine equipment, software and network requirements. Examine installation area for appropriate equipment environment. Arrange for the installation of appropriate telecommunications cabling systems. Upgrade and or install equipment and software to include the preparation of equipment for installation; inspection for completeness; installation of network cards, computer memory and other internal computer components; setting appropriate hardware configuration switches, jumpers and other settings; as well as the installation and configuration of appropriate software packages to include in-house developed applications. Deliver and install completed systems, testing operation of fully configured units in a network environment for proper and consistent operation.
Maintain computer and network related equipment and software. Perform preventative maintenance. Develop and monitor maintenance contracts and warranties.
Facility Administrator of the GTL Tablet/Kiosk System. Duties include resetting pins for inmates, unlocking tablets, reporting kiosk/tablet/offenders directly to GTL, and forward RMAs to institutions Property SGT. Notify GTL of kiosk issues and follow-up with GTL to ensure prompt servicing of kiosks.

Conduct annual inventory of computer and network related equipment and software. Utilize ServiceNow to record annual inventory results, receipt of new equipment, location changes and removals of obsolete and/or damaged equipment from service. Arrange for the return and/or destruction of obsolete and unserviceable computer equipment and software to include the preparation of computers by erasing and reformatting or physically destroying disk drives to ensure data cannot be recovered. Return to the MIS Bureau software which is no longer required. Prepare forms to request authorization to destroy unneeded software which was procured by the facility. Destroy and certify the destruction of software for which authorization to destroy has been received. Retain permanent records of all disposed computer equipment and software. Provide technical assistance to users. Provide user support and answer technical questions regarding computer equipment, packaged and in-house software and the telecommunications network. Conduct staff training in the use of computer equipment and applications developed in-house. Identify user training deficiencies and communicate potential training needs to the appropriate managers/Training Coordinator. Read and interpret technical manuals and publications. Perform liaison duties. Complete administrative tasks and paperwork. Exchange information with staff to include the MIS Bureau, Superintendent, Business Manager, Information Technology Generalist co-workers and other departments. Keep Business Manager fully apprised of the status of automated technology and its use throughout the facility, including any use which is not compliant with institutional, DOC or OA policy/recommendations. Prepare reports and correspondence. Develop software applications for institutional use. Perform systems analysis and analyze current processes. Participate in analysis studies of present methods, applications, objectives and all pertinent data. Determine required resources. Document and disseminate findings. Develop plan of action and schedule implementation. Design new or improved systems using automated technology equipment and techniques to produce the optimum solution to application needs of the institution and the most economical solution consistent with management objectives, equipment capabilities and personnel resources. Manage automation related equipment and supplies. Review requests for equipment and software for appropriateness. Utilize the MIS Bureau Pre-Approved Acquisitions List to obtain approval for acquisition of equipment and software. Submit requests, along with recommendation, to the Bureau of MIS for items not on the preapproved list. Examine state contracts and research potential vendors for equipment and supplies. Prepare and track orders. Receive new equipment and supplies from vendors and verify items shipped are technically correct and consistent with items ordered. Store the equipment and supplies. Submit Computer Inventory forms and ensure items received are appropriately tagged and inventoried.

Highly desired to have a 4-year college degree or 5 years of equivalent experience to include technical support for hardware and software. Required to have 5 years of experience with call tracking, ticketing software, and managing support issues.

Perform related duties and special assignments as needed.