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Information Technology Generalist 1

Information Technology Generalist 1

State of PennsylvaniaDauphin, PA, United States
1 day ago
Job type
  • Full-time
  • Part-time
  • Permanent
Job description

Salary : $59,345.00 - $90,211.00 Annually

Location : Dauphin County, PA

Job Type : Civil Service Permanent Full-Time

Job Number : CS-2025-35429-01541

Department : Public Utility Commission

Division : PU Mis

Opening Date : 10 / 29 / 2025

Closing Date : 11 / 12 / 2025 11 : 59 PM Eastern

Job Code : 01541

Position Number : 00104888

Union : AFSCME

Bargaining Unit : A4

Pay Group : ST07

Bureau / Division Code : 00171803

Bureau / Division : Bureau of Administrative Services

Worksite Address : 400 North Street

City : Harrisburg, Pennsylvania

Zip Code : 17120

Contact Name : Shannon Marciano

Contact Phone : 717.787.8714

Contact Email : ra-puchr@pa.gov

THE POSITION

Are you an Information Technology (IT) professional ready to advance your career? The Pennsylvania Public Utility Commission has an immediate need for a full-time Level 1 IT Helpdesk Support Technician with technical skills and experience. Apply today and be an integral part of our support team.

DESCRIPTION OF WORK

One of the most rewarding aspects of working as a Level 1 IT Helpdesk Support Technician is helping people. You will get to use your technical skills to solve problems and present yourself as a top performer. The IT field is constantly changing, so you will never get bored as you will be constantly learning new things and expanding your knowledge. This professional will be challenged and must use patience and persistence as not all IT problems are easy to fix. You will work with a team of IT professionals and utilize the latest support tools and techniques. In this role, you can expect to "walkabout" the commission to diagnose computer issues of all types including network connectivity, hardware malfunctions, software glitches, and get to receive calls from individuals who are overjoyed and so appreciative just to hear your voice. You will also have the opportunity to present reports of all that you have accomplished and share with your team.

The Public Utility Commission offers a friendly work environment, alternate work schedules, teleworking when approved, and the possibility for free parking.

Work Schedule and Additional Information :

  • Full-time employment
  • Work hours are 8 : 00 AM to 4 : 30 PM, Monday - Friday, with 60-minute lunch.
  • Telework : Part-time work from home (telework) may be a potential feature of this position. The successful candidate is required to report to the headquarters worksite daily, unless the employee meets eligibility requirements and telework has been approved. Management may discontinue any telework arrangement at any time, for any reason. 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. Additional details may be provided during the interview.

To be eligible to participate in telework, the employee's alternate (telework) worksite must meet the following requirements :

Within a reasonable travel distance of headquarters; and

  • Within the Commonwealth of Pennsylvania.
  • Please direct all questions regarding reasonable distance and the type of available telework to the PUC Human Resource Office at ra-puchr@pa.gov or 717.787.8714.
  • 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 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); 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 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.

    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.

    • Learn more about our Total Rewards by watching this short !

    See the total value of your benefits package by exploring our

    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
  • None

    • 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.

    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 - PROJECT PLANNING AND MONITORING

    Plans and coordinates information technology projects. Determines the project scope and cost of new hardware and software by monitoring and utilizing information technology contracts and recommends appropriate equipment based on user requirements. Monitors the progress of projects through the use of quality control checkpoints to ensure that established schedules are feasible and acceptable to all impacted parties and evaluates project success.

    Levels of Performance

    Select the Level of Performance that best describes your claim.

  • A. I have experience planning and coordinating information technology 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.

    • 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.

  • The name(s) of the employer(s) where you gained this experience.
  • The actual duties you performed related to project planning and monitoring.
  • 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.

  • College / University
  • Course Title
  • Credits / Clock Hours

    • 12

    WORK BEHAVIOR 2 - PERSONAL COMPUTER SET UP AND MAINTENANCE

    Configures and installs hardware and software on new workstations and deploys updates to current workstations. Ensures hardware and software are in working order and recommends or performs minor adjustments and repairs.

    Levels of Performance

    Select the Level of Performance that best describes your claim.

  • A. I have experience configuring and installing hardware and software on workstations. I was also responsible for testing the hardware and software I configured and installed.
  • B. I have experience installing and testing hardware and software on workstations. Someone else was responsible for the configuration of the hardware and software I installed and tested.
  • C. I have successfully completed college-level coursework related to hardware and software installation and maintenance.
  • 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.

  • The name(s) of the employer(s) where you gained this experience.
  • The actual duties you performed related to personal computer set up and maintenance.
  • 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.

  • College / University
  • Course Title
  • Credits / Clock Hours

    • 15

    WORK BEHAVIOR 3 - TECHNICAL ASSISTANCE

    Troubleshoots and resolves hardware and software issues. Responds to escalated incidents by diagnosing and troubleshooting issues and works with end users and service providers to resolve issues. Works with other IT areas to isolate and identify the cause of problems such as network, server and performance issues. Provides guidance to staff in diagnosing, troubleshooting, and resolving hardware and software issues.

    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 or 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.

    • 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.

  • The name(s) of the employer(s) where you gained this experience.
  • The actual duties you performed related to technical assistance.
  • 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.

  • College / University
  • Course Title
  • Credits / Clock Hours

    • 18

    WORK BEHAVIOR 4 - WRITTEN COMMUNICATION

    Prepares written, technical, or narrative documents such as status and asset reports, which identify progress and / or deviations from objectives. Authors narrative and analytical reports that convey a projects effectiveness in meeting business requirements.

    Levels of Performance

    Select the Level of Performance that best describes your claim.

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

    • 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.

  • The name(s) of the employer(s) where you gained this experience.
  • The actual duties you performed related to written communication.
  • 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.

  • College / University
  • Course Title
  • Credits / Clock Hours

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    Information Technology • Dauphin, PA, United States