Information Technology Generalist 1

Salary: $58,035.00 - $88,235.00 Annually
Location : Warren County, PA
Job Type: Civil Service Permanent Full-Time
Job Number: CS-2024-10330-01541
Department: Executive Offices
Division: EX OA HHS ITDC Serv Mgmt Div
Opening Date: 10/28/2024
Closing Date: 11/10/2024 11:59 PM Eastern
Job Code: 01541
Position Number: 00296265
Union: AFSCME
Bargaining Unit: A4
Pay Group: ST07
Bureau / Division Code: 00812520
Bureau / Division: EX OA HHS Information Technology Delivery Center Service Management Division
Worksite Address: 33 Main Drive
City: Warren, Pennsylvania
Zip Code: 16365
Contact Name: Bryanne Hickerson
Contact Phone: 717.705.8323
Contact Email:
THE POSITION
Do you thrive in a fast-paced work environment where every day presents a new challenge? Join us at the Health and Human Services IT Delivery Center (HHSDC), Division of Service Management, and Desktop Support Section as an Information Technology (IT) Generalist 1. You will provide dedicated on-site IT support for Warren State Hospital, as well as numerous Department of Health and Human Services offices in the region. Share your ambition and IT talents with us, apply today!
DESCRIPTION OF WORK
An IT Generalist 1 provides first contact technical support to users in Department of Health, Department of Human Services and Department of Drug and Alcohol Programs for desktop hardware, software, and network communication related issues. The incumbent provides technical assistance via phone calls to the Service Desk and/or email notifications from internal and external customers, as well as documenting call information following standard procedures. This position provides the opportunity to assist with diagnosis and troubleshooting hardware and software problems.
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 8:00 AM to 4:00 PM, Monday - Friday, with a 30-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time. You will be expected to be in the office at least 3 days a week, telework the other 2 days, with the possibility of more based on facility needs. The office is headquartered at Warren State Hospital, 33 Main Drive, Warren, PA 16365. 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 Warren, PA.
• 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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS
Minimum Experience and Training Requirements:

• One year as an Information Technology Trainee or Information Technology Technician; or
• Three years of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services; or
• One year of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services, and an associate's degree in any information technology field; or
• An equivalent combination of experience and training.

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.
• You must be able to perform essential job functions.

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 and click the Veterans' Preference tab or contact us at

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/test once for this posting.

Your results will be provided via email.

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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, eight 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 visit and click on the benefits box.
*Eligibility rules apply.
01
Do you have one or more years of experience as an Information Technology Trainee while employed by the Commonwealth of Pennsylvania?

• Yes
• No

02
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 experience must also 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.
03
Do you have one or more years of experience as an Information Technology Technician while employed by the Commonwealth of Pennsylvania?

• Yes
• No

04
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 experience must also 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.
05
How many years of information technology experience do you possess?

• 3 or more years
• 2 to less than 3 years
• 1 to less than 2 years
• Less than 1 year
• No experience

06
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 experience must also 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.
07
Do you possess college 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 upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting and clicking the Evaluation Services Link.
For additional information on foreign education credentials, please visit and click on Other Information.
You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

• Yes
• No

08
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. You must complete the application and answer the supplemental questions. Resumes, cover letters, and similar documents will not be 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 our

• Yes

09
WORK BEHAVIOR 1 - TECHNICAL ASSISTANCE
Receives calls, emails, or in-person requests from users requiring technical assistance. Troubleshoots and resolves general user issues. Provides guidance to lower level staff in diagnosing, troubleshooting, and resolving user issues and provides technical solutions to issues or requests based on best practices.
Levels of Performance
Select the Level of Performance that best describes your claim.

• A. I have experience troubleshooting and resolving user issues by utilizing effective customer service techniques. I was responsible for resolving all levels of technical questions and issues and was the escalation point for complex issues referred by lower-level technicians.
• B. I have experience troubleshooting and resolving user issues by utilizing effective customer service techniques. I was responsible for resolving routine questions and issues but referred more complex technical issues to a higher-level technician for resolution.
• 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.

10
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.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to the technical assistance you provided.
3. Your level of responsibility.

11
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.

1. College/University
2. Course Title
3. Credits/Clock Hours

12
WORK BEHAVIOR 2 - STANDARDS AND PROCEDURES
Implements policies, plans, and standards related to data entry and integrity. Monitors ongoing information technology processes and standards, and documents areas for improvement. Provides recommendations for changes as needed.
Levels of Performance
Select the Level of Performance that best describes your claim.

• A. I have experience implementing policies, plans, and standards and providing recommendations for changes as needed. I was also responsible for monitoring the processes and standards and documenting areas for improvement.
• B. I have experience implementing policies, plans, and standards and providing recommendations for changes as needed. Someone else was responsible for monitoring the processes and standards and documenting areas for improvement.
• C. I have successfully completed college-level coursework related to policy development or data analysis.
• D. I have NO experience or coursework related to this work behavior.

13
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.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to implementing and monitoring standards and procedures.
3. Your level of responsibility.

14
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.

1. College/University
2. Course Title
3. Credits/Clock Hours

15
WORK BEHAVIOR 3 - WRITTEN COMMUNICATION
Prepares technical or narrative documents such as status and data reports. Authors narrative and analytical reports that address project effectiveness in meeting business requirements. Maintains call logs and identifies and reports recurring system issue patterns.
Levels of Performance
Select the Level of Performance that best describes your claim.

• A. I have experience preparing technical or narrative documents such as status and data reports. I was responsible for the final document that conveyed customized information to the intended recipients.
• B. I have experience preparing technical or narrative documents such as status and data reports. 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.

16
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.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to written communication.
3. Your level of responsibility.

17
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.

1. College/University
2. Course Title
3. Credits/Clock Hours

18
WORK BEHAVIOR 4 - TRAINING
Conducts trainings and workshops using multiple delivery methods such as instructor-led classrooms and workshops, or remote webcasts. Trains new employees on applicable procedures and policies through job shadowing and observation. Updates and maintains training materials, manuals, bulletins, on-line help, videos, and other user aids for formal training.
Levels of Performance
Select the Level of Performance that best describes your claim.

• A. I have experience conducting trainings and workshops in a formalized classroom setting. I was also responsible for training new employees on applicable procedures and policies through job shadowing and observation.
• B. I have experience training new employees on applicable procedures and policies through job shadowing and observation. Someone else was responsible for conducting training and workshops in a formalized classroom setting.
• C. I have successfully completed college-level coursework related to training, education, or public speaking.
• D. I have NO experience or coursework related to this work behavior.

19
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.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to training.
3. Your level of responsibility.

20
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.

1. College/University
2. Course Title
3. Credits/Clock Hours

21
WORK BEHAVIOR 5 - PROJECT PLANNING AND MONITORING
Plans and coordinates information technology and data management projects. Determines the project scope and makes recommendations for resource allocation based upon user requirements. Monitors the project through the use of quality control checkpoints to ensure that established schedules are feasible and acceptable to all impacted parties. Evaluates the project's success.
Levels of Performance
Select the Level of Performance that best describes your claim.

• A. I have experience planning and coordinating information technology or data management projects. I was responsible for monitoring the progress of the projects and adjusting schedules as needed.
• B. I have experience coordinating information technology projects. I was responsible for monitoring the progress of the project and providing recommendations for schedule adjustments; however, someone else initially planned the project and used my recommendations to adjust schedules.
• C. I have successfully completed college-level coursework related to strategic planning, project management, or project planning and implementation.
• D. I have NO experience or coursework related to this work behavior.

22
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.

1. The name(s) of the employer(s) where you gained this experience.
2. The actual duties you performed related to project planning and monitoring.
3. Your level of responsibility.

23
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.

1. College/University
2. Course Title
3. Credits/Clock Hours

Required Question