Information Technology Technician

Full Job Description

If you are a self-motivated individual who thrives on the satisfaction of helping others and has a strong desire to learn, enthusiasm, exceptional listening and communications skills, and top-notch technical abilities, we encourage you to apply for our IT Technician position.

As a member of the Technical Support Division, this position is the initial point of contact for approximately 250,000 active and retired SERS members and over 250 staff who contact the IT Help Desk for assistance. The number one priority for this position is to provide exceptional customer service to ensure a positive end-user experience.

Requirements

This position is a member of the Technical Support Division which provides IT service and support to SERS agency users and retirement program members and participants.

The IT Technician works as a team member to provide exceptional customer support by maintaining, servicing, and supporting the SERS IT infrastructure and keeping abreast of current developments in technology and industry best practices.

This position provides Tier 1 IT help desk support.

The position gathers initial information from users to determine the nature of the problem, logs and tracks incidents, resolves basic problems, and escalates more complex issues to another member of the IT team.

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

About SERS: Established in 1923, SERS is one of the nation's oldest retirement plans for public employees and manages the pension benefits of more than 246,000 employees and retirees for 96 public sector employers.

In 2025, SERS paid more than $4.0 billion in benefits and managed nearly $50 billion in assets. Additional information is available at www.SERS.pa.gov.

Our mission is to prepare our members and participants to achieve financial security in retirement.

We achieve this through focusing on our mission, acting ethically and with integrity, empowering our members, embracing innovation, fostering life work balance, modeling an inclusive and respectful workplace, valuing and developing team members, collaborating, and finding joy in our work.

SERS is an equal opportunity employer and welcomes all qualified individuals to our team.

We are committed to an inclusive and respectful work environment that fosters personal and professional growth, embraces the contributions of all team members, and leverages diversity in people, ideas, and experiences to achieve our highest potential.

Work Schedule and Additional Information:

• Full-time employment, 37.5 hours per week
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with an 11:30 - 12:30 unpaid meal period.

Telework: You may have the opportunity to work from home part-time (hybrid telework schedule), depending on operational needs.

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 must work on-site at the work location specified in this job posting. Telework arrangements are subject to change.

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

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
• 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 associate degree in an IT field; or
• An equivalent combination of experience and training.
• Applicants will be considered to have met the educational requirements once they are within 3 months of graduating with a qualifying degree/credits.

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.

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.

Additional 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.