Technical Support Division Director (Information Technology Generalist Administrator 2)
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Technical Support Division Director (Information Technology Generalist Administrator 2)
Salary
$88,235.00 - $134,162.00 Annually
Location
Dauphin County, PA
Job Type
Civil Service Permanent Full-Time
Job Number
CS-2026-48845-01545
Department
State Employees' Retirement System
Division
SR Tech Spt Div
Opening Date
06/03/2026
Closing Date
6/17/2026 11:59 PM Eastern
Job Code
01545
Position Number
00111885
Union
Non-Union
Bargaining Unit
A3
Pay Group
ST10
Bureau / Division Code
00707130
Bureau / Division
Technical Support Division
Worksite Address
30 North 3rd Street
City
Harrisburg, Pennsylvania
Zip Code
17101
Contact Name
DJ Korlewitz
Contact Phone
717.237.0395
Contact Email
DKorlewitz@pa.gov
Description
Benefits
Questions
THE POSITION
The Pennsylvania State Employees' Retirement System (SERS) is looking for an experienced IT leader to guide the Technical Support Division through a major, long-term upgrade. As the Technical Support Division Director, you will have a chance to guide major projects, strengthen service quality, and improve tools used across the agency. If you enjoy working in a dynamic, high technology environment and are committed to delivering excellent customer support, we encourage you to apply for this opportunity!
DESCRIPTION OF WORK
This position guides technology operations across the agency by leading staff, managing infrastructure, and supporting critical systems. This role helps ensure that network, server, security, and client services run smoothly and remain dependable. As the SERS Technical Support Division Director, you will perform the following duties:
Network Management: Oversee LAN (local area network) and WAN (wide area network) operations, maintain connectivity, and support communication systems
System Administration: Manage servers, storage systems, virtualization platforms, and backup strategies across data centers
Security Oversight: Maintain firewalls, monitor endpoint protection, and support recovery planning and threat prevention
Client Services: Coordinate Help Desk operations, device provisioning, user support, and software distribution
Technical Planning: Develop technology plans, assess equipment needs, evaluate products, and guide infrastructure upgrades
Staff Leadership: Supervise IT staff, assign work, review performance, support training, and coordinate hiring processes
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=00111885)
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-hour work week, Monday through Friday.
Work hours are 7:30 AM to 4:00 PMor 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute meal period.
Telework: You may have the opportunity to work from home part-time (hybrid telework schedule), up to 2 days per week, 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. The ability to telework is subject to change at any time. 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.
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS
Minimum Experience and Training Requirements:
One year as an Information Technology Generalist Administrator 1, Senior Applications Developer, Database Administrator 1, Data Administrator 1, Information Security Specialist 2, or Network Administrator 1 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration);or
Six years of information technology experience that includes three years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services;or
Four years of information technology experience that includes three years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and an associate's degree in any information technology field;or
Two years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and a bachelor's degree in any information technology field;or
An equivalent combination of experience and training.
Other Requirements:
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.
How to Apply:
Resumes, cover letters, and similar documents willnotbe 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/testoncefor 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
Have you been employed by the Commonwealth of Pennsylvania as a(n) Information Technology Generalist Administrator 1, Senior Applications Developer, Database Administrator 1, Data Administrator 1, Information Security Specialist 2, or Network Administrator 1 for one or more years full-time? (
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
How many years of full-time technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services do you possess?
2 or more years
1 to less than 2 years
Less than 1 year
No experience
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
Do you possess graduate 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.
A conferred master's degree
30 credits or more
15 credits but less than 30 credits
Some graduate coursework
No coursework
06
CS-INSTRUCTIONS 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
07
WORK BEHAVIOR 1 - PROJECT PLANNING AND MANAGEMENT
Plans and implements information technology projects. Determines the project scope, creates the project schedule, plans the resources and budget, and defines individual roles and responsibilities to ensure adherence to the project plan. Monitors the progress of projects using quality control checkpoints to ensure that established schedules are feasible and acceptable to all impacted parties. Evaluates project success.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience planning and implementing information technology projects. I was responsible for monitoring project progress to ensure the project was on schedule and within the established budget.
B. I have experience implementing and monitoring information technology projects to ensure the project was on schedule and within the established budget; however, someone else was responsible for the initial planning of the project.
C. I have successfully completed college-level coursework related to information security planning, information technology governance, project management, or project planning and implementation.
D. I have NO experience or coursework related to this work behavior.
08
Describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below. If you claimed you have no work experience related to this work behavior, @type N/A in the text box below.
The name(s) of the employer(s) where you gained this experience.
The specific duties you performed related to project planning and management.
The @types of projects you planned and managed.
Your level of responsibility.
09
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
10
WORK BEHAVIOR 2 - DEVELOPS AND IMPLEMENTS PROCESSES, STANDARDS, AND TOOLS
Develops and implements processes, standards, and tools to control large, complex, and high-risk information technology projects as well as smaller scale projects.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience developing and implementing processes, standards, or tools to control information technology projects. I made changes or updated the processes, standards, or tools when necessary.
B. I have experience implementing processes, standards, and tools to control information technology projects. I made recommendation for changes or updates to others who developed the processes, standards, or tools.
C. I have successfully completed college-level coursework related to policy or process development or data analysis.
D. I have NO experience or coursework related to this work behavior.
11
Describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below. If you claimed you have no work experience related to this work behavior, @type N/A in the text box below.
The name(s) of the employer(s) where you gained this experience.
The @type(s) of processes, standards, or tools you developed or implemented.
Your experience in updating or recommending changes to processes, standards, or tools.
Your level of responsibility.
12
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
13
WORK BEHAVIOR 3 - WRITTEN COMMUNICATION
Writes narrative documents such as status reports, monthly metrics, training materials, and presentations. Authors narrative and analytical reports that convey process effectiveness in meeting business needs and recommendations for solutions and improvements.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience writing reports or other documents to provide information or recommend changes or improvements.??I was responsible for the final content of the documents.
B. I have experience drafting reports or other documents. Someone else was responsible for the final content of the documents.
C. I have successfully completed college-level coursework related to business writing, technical writing, English composition, or journalism.
D. I have NO experience or coursework related to this work behavior.
14
Describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below. If you claimed you have no work experience related to this work behavior, @type N/A in the text box below.
The name(s) of the employer(s) where you gained this experience.
The @type(s) of documents you wrote or drafted.
The actual duties you performed and 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 4 - SUPERVISION
Perform the full range of supervisory duties. This includes delegating and reviewing work; establishing priorities and timeframes for completion of work; monitoring time and attendance; approving leave; evaluating employee performance; interviewing and recommending selection of applicants for hire or promotion; and identifying training needs and providing training to staff.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience performing the full range of supervisory duties which included delegating work; approving leave; evaluating employee performance; and interviewing and recommending applicant selection.
B. I have experience as a lead worker which included reviewing work for accuracy and timeliness and providing training to staff.
C. I have successfully completed college-level coursework or training related to supervisory development, labor relations, or human resource management, but I do not have at least six months of supervisory or lead work experience in a work setting.
D. I have NO experience, coursework, or training related to this work behavior.
17
Describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below. If you claimed you have no work experience related to this work behavior, @type N/A in the text box below.
The name(s) of the employer(s) where you gained this experience.
Your duties as a supervisor (evaluating employee performance, approving leave, etc.).
Your duties as a lead worker (reviewing work for accuracy, providing training, etc.).
Your specific responsibilities.
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/Training Source
Course Title
Credits/Clock Hours
19
WORK BEHAVIOR 5 - ASSET MANAGEMENT
Maintains inventory of purchased or leased information technology assets such as hardware and software, licenses, and renewable maintenance agreements. Ensures all surplus assets are secured, inventoried, and accurately reported, and proper procedures are followed for the disposal, surplus, or return of all aged or non-functional information technology assets.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience maintaining an inventory of purchased or leased information technology assets; AND I have experience ensuring the disposal, surplus, or return of aged or non-functional information technology assets.
B. I have experience maintaining an inventory of purchased or leased information technology assets; OR I have experience ensuring the disposal, surplus, or return of aged or non-functional information technology assets.
C. I have successfully completed college-level coursework related to asset management, supply chain management, logistics, procurement, or purchasing.
D. I have NO experience or coursework related to this work behavior.
20
Describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below. If you claimed you have no work experience related to this work behavior, @type N/A in the text box below.
The name(s) of the employer(s) where you gained this experience.
Your experience maintaining an inventory of purchased or leased information technology assets.
Your experience ensuring the disposal, surplus, or return of aged or non-functional information technology assets.
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 6 - TROUBLESHOOTING
Provides guidance to lower-level staff in diagnosing, troubleshooting, and resolving user or system issues. Responds to escalated incidents and works with end users and service providers to resolve issues. 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 providing guidance to staff in diagnosing, troubleshooting, or resolving user or system issues. I responded to escalated incidents with end users or service providers and provided solutions to issues or requests.
B. I have experience providing guidance to staff in diagnosing, troubleshooting, or resolving user or system issues. I provided solutions to issues or requests but referred escalated incidents to others for resolution.
C. I have successfully completed college-level coursework related to information technology troubleshooting or public speaking.
D. I have NO experience or training related to this work behavior.
23
Describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below. If you claimed you have no work experience related to this work behavior, @type N/A in the text box below.
The name(s) of the employer(s) where you gained this experience.
Your experience providing guidance to staff in diagnosing, troubleshooting, or resolving user system issues.
Your experience providing solutions to issues or requests or handling escalated incidents.
Your level of responsibility.
24
If you have selected the level of performance pertaining to training, 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
