Desktop support

Top Required Skills & Years of Experience: 
1.    Experience providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc. 
2.    Experience providing support for Microsoft Office 365 and TEAMS. 
3.    Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.
 
Nice to Have Skills: 
4.    Mentoring and/or training counterparts/team members.
5.    Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards.

This position resides in the IT Service Management Regional (ITSMR) Team, under the supervision of the ITSMR Supervisor. The role of the IT Systems Analyst is to provide IT support for all customers utilizing the Department of Transportation IT services. They are responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.
This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. This position will perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training, and documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective communication.
An IS Technical Services Analyst must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies.  They must possess maturity and reliability to independently provide user support accurately and consistently. Customers include all DOT staff throughout the state, Bureau of Information Technology (BITS) staff, as well as select government and private sector contacts. Interactions can occur between personnel in the Department and throughout the Bureau, other technical support personnel, extranet business partners, vendors, Division of Enterprise Technology (DET) personnel and the occasional citizen, etc.  Work is tracked in our ITSM incident management system via incident and service request tickets. Work performed and documentation is monitored for adherence to expectations.