The Help Desk technician assists in a variety of duties to help assure that all client staff have operational laptops, peripherals, and access to required software and network files.
The position is on-site, no remote, 8:00 a.m.-5:00 p.m.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Under the general direction of the Service Desk Manager, the essential functions include, but are not limited to the following.
•Serve as first point of contact for internal & external customers seeking technical assistance over the phone, email, or in person.
•Answer queries on basic technical issues and offers advice to solve them (e.g., password resets, VPN or wireless network connections, email or printing issues, workstation peripherals).
•Provide support & service to information system users on a computer or telecommunication network running in stand-alone, client/server, web-based, and/or networked environment using established methods and procedures.
•Perform remote troubleshooting through diagnostic techniques and pertinent questions; determines the best solution based on the issue and details provided by customers.
•Direct unresolved issues to the next level of support personnel; record events, problems, and their resolution in tracking system (i.e., Service Now Help Desk Portal).
•Follows-up and update customer status and information with appropriate team member(s).
•Read technology manuals and documents and follow established methods and procedures to perform routine analysis to resolve problems.
•Provide installation and monitoring support for the client Information Technology department: Unpacks hardware, software & related equipment. Stages and/or racks hardware. Performs set-up and installation for hardware and/or software; establishes network connectivity.
•Promote system security and awareness by adhering to the Agency’s and/or State’s IT security policy(s) and standards. Stay current regarding new technologies, standards and techniques and learns and/or acquires new skills as required.
•As assigned, serves as a member of the Disaster Recovery, Election Night, and Incident Response Teams.
•Other duties as assigned.
Education
•Associate’s degree preferred.
Experience
• Required: Thirty-six months experience with Office 365 o Twenty-four months strong working knowledge of ITSM products (Service Now) o Six months experience with MS Teams
• Preferred: Excellent client-facing and internal communications skills o Excellent written and verbal communications skills o Solid organizational skills including attention to detail and multitasking skills
Knowledge, Skills & Abilities
• Knowledge of computer hardware, software & operating systems & procedures
• Ability to deal with many variables & determine specific action, cooperate with co-workers on group projects
•Follow SOS policies and procedures, as well as applicable state and federal laws and administrative code as they relate
•Interpret and follow a variety of instructions in written, oral, or picture format
•Use proper research methods in gathering data; gather, collate & classify information about data, people or things
•Keen attention to detail, accuracy in work and organization skills
Technology
•Personal computer, Microsoft Office 365 – Word, Excel, PowerPoint, Outlook; Database, Service Now
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