Audio Video Communications Specialist (Information Technology Generalist 1)
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Audio Video Communications Specialist (Information Technology Generalist 1)
Salary
$59,345.00 - $90,211.00 Annually
Location
Dauphin County, PA
Job Type
Civil Service Permanent Full-Time
Job Number
CSSC-2026-48947-01541
Department
Executive Offices
Division
EX OA HHS ITDC Serv Mgmt Div
Opening Date
05/18/2026
Closing Date
6/1/2026 11:59 PM Eastern
Job Code
01541
Position Number
00100609
Union
AFSCME
Bargaining Unit
A4
Pay Group
ST07
Bureau / Division Code
00812520
Bureau / Division
HHS ITDC ServMgmt Div
Worksite Address
2525 North 7th Street
City
Harrisburg, Pennsylvania
Zip Code
17110
Contact Name
Matthew Zyroll
Contact Phone
717.836.3503
Contact Email
mzyroll@pa.gov
Description
Benefits
Questions
THE POSITION
Do you stay calm and professional when situations become challenging, and thrive under pressure? If so, consider joining the Health and Human Services Information Technology Delivery Center to support high-profile audio video (AV) conferences and help grow our service. As an Audio Video Communications Specialist, you will have the opportunity to support advanced communication tools used across the Commonwealth. Make your career goals a reality with us!
DESCRIPTION OF WORK
As an essential member of our Audio Video (AV) team, you will be supporting audio and video communication tools that help hundreds of locations across the Commonwealth stay connected. Work involves assisting with conferencing systems, technical support, and the daily operation of communication services. As an Audio Video Communications Specialist, you will perform the following duties:
Service Operation:Support conferencing systems, digital collaboration tools, and communication equipment across multiple locations
System Maintenance:Help maintain devices, schedules, documentation, and training materials used for communication services
Issue Resolution:Troubleshoot service problems, review technical information, and assist with updates and enhancements
Technical Support:Use service tools to assess requests, resolve issues, and follow-up with users to confirm completion
Incident Handling:Respond to technical incidents, apply troubleshooting steps, and escalate issues when needed
Team Coordination:Work with IT groups and service leads to support communication systems and improve service performance
Interested in learning more? Additional details regarding this position can be found in the position description. (https://careers.employment.pa.gov/pd/PD_NEOGOV.asp?p=00100609)
Work Schedule and Additional Information:
Full-time employment
Free parking at the 2525 North 7th Steet building.
Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
Telework: You may have the opportunity to work from home (telework) part-time, up to 3 days per week. You will be required to report in-office at minimum 2 days per week. 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: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $59,345.00 (before taxes).
You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.
Note: Work will primarily be performed out of the 2525 N 7th Street, Harrisburg location. However, you will also be required to travel between buildings in the greater-Harrisburg area to provide AV support. Travel to other Commonwealth regions may be required at times but would occur far less frequently.
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:
This particular position also requires one year or more of full-time experience with operating, configuring, and troubleshooting Polycom Audio/Video equipment.
This particular position also requires one year or more of full-time experience with operating, configuring, and troubleshooting Microsoft Teams.
You must meet the PA residency requirement (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) . For more information on ways to meet PA residency requirements, follow the link (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) and click on Residency Guidelines.
You must be able to perform essential job functions.
Legal Requirements:
You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.
How to Apply:
Resumes, cover letters, and similar documents willnot 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 (https://www.pa.gov/agencies/hrmoa/resources/generative-ai-hiring-guidance) 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.
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/testonce for this posting.
Your results will be provided via email.
Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !
See the total value of your benefits package by exploring ourbenefits calculator.
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 visitwww.employment.pa.gov and click on the benefits box.
*Eligibility rules apply.
01
Additional Requirement -Do you possess a year or more of full-time experience with operating, configuring, and troubleshooting Polycom Audio/Video equipment?
Yes
No
02
If you indicated YES to the question above, please describe the details of the experience you possess. Please be sure to address the items listed below in your response. The claimed experience must also be provided within the experience section of your application. If you indicated NO to the question above, @type N/A in the box below.
The name(s) of the employer(s) where you gained this experience
The specific duties you performed related to your experience operating, configuring, and troubleshooting Polycom Audio/Video equipment
Your level of responsibility
03
Additional Requirement -Do you possess a year or more of full-time experience with operating, configuring, and troubleshooting Microsoft Teams?
Yes
No
04
If you indicated YES to the question above, please describe the details of the experience you possess. Please be sure to address the items listed below in your response. The claimed experience must also be provided within the experience section of your application. If you indicated NO to the question above, @type N/A in the box below.
The name(s) of the employer(s) where you gained this experience
The specific duties you performed related to your experience with operating, configuring, and troubleshooting Microsoft Teams
Your level of responsibility
05
Do you have one or more years of experience as an Information Technology Trainee while employed by the Commonwealth of Pennsylvania?
Yes
No
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 experiencemustalso 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 have one or more years of experience as an Information Technology Technician while employed by the Commonwealth of Pennsylvania?
Yes
No
08
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 experiencemustalso 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.
09
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
10
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 experiencemustalso 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.
11
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 visitingwww.naces.org ("www.naces.org/"target=_blank") 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
12
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. Youmustcomplete the applicationandanswer the supplemental questions. Resumes, cover letters, and similar documents willnotbe 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 ourFAQ page (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) .
Yes
13
WORK BEHAVIOR 1 - TECHNICAL ASSISTANCE
Receives calls, emails, or in-person requests from users requiring technical assistance. Resets passwords and unlocks user accounts. 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.
14
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
15
If you have selected the level of performance pertaining to college coursework, please provide your responses to the 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
16
WORK BEHAVIOR 2 - STANDARDS AND PROCEDURES
Implements policies, plans, and standards related to system security. Monitors ongoing information technology processes, 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.
17
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 standards and procedures
Your level of responsibility
18
If you have selected the level of performance pertaining to college coursework, please provide your responses to the 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
19
WORK BEHAVIOR 3 - WRITTEN COMMUNICATION
Prepares written, technical, or narrative documents such as incident reports, testing script materials, and user acceptance documents and plans. 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 written, technical, or narrative documents such as status reports and test script materials. I was responsible for the final document that conveyed customized information to the intended recipients.
B. I have experience preparing written, technical, or narrative documents such as status report and test script materials. 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.
20
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
21
If you have selected the level of performance pertaining to college coursework, please provide your responses to the 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
22
WORK BEHAVIOR 4 - PERSONAL COMPUTER/USER 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.
23
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/user set up and maintenance
Your level of responsibility
24
If you have selected the level of performance pertaining to college coursework, please provide your responses to the 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
25
WORK BEHAVIOR 5 - NETWORK MONITORING AND EVALUATION
Monitors network and reports any issues to higher-level specialists. Performs hardware and software diagnostics to isolate and correct system issues. Executes test plans for new systems and analyzes outputs to ensure compatibility before implementation.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience monitoring and evaluating network performance. I was responsible for performing hardware and software diagnostics to isolate and correct system issues.
B. I have experience monitoring and evaluating network performance. I was responsible for performing hardware and software diagnostics; however, someone else corrected system issues using the data I provided.
C. I have successfully completed college-level coursework related to network monitoring or network management.
D. I have NO experience or coursework related to this work behavior.
26
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 network monitoring and evaluation
Your level of responsibility
27
If you have selected the level of performance pertaining to college coursework, please provide your responses to the 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
28
WORK BEHAVIOR 6 - 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.
29
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 training
Your level of responsibility
30
If you have selected the level of performance pertaining to college coursework, please provide your responses to the 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
Required Question
Employer
Commonwealth of Pennsylvania
Address
613 North Street
Harrisburg, Pennsylvania, 17120
Website
http://www.employment.pa.gov
