Senior Help Desk Administrator

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Office of Technology (IOT):

The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.

Role Overview:

To Helpdesk Administrator Senior provides Tier 2 customer service support. You will ensure efficient and timely resolution or route issues to the appropriate support team within our organization. You will troubleshoot incidents and support calls using existing documentation and knowledge bank articles and resolve issues within the confines of the current rights, role structure, and skillsets. This position reports to the Help Desk Manager Tier 2 for day-to-day work direction.

This is an onsite position at the Indiana Government Center in Indianapolis, Indiana.

Salary:

This position traditionally starts at an annual salary of $61,022.00. Salary for this position may be commensurate with education and job experience.

A Day in the Life:

Responsibilities include:

• Provide Tier 2 infrastructure support and primary troubleshooting for all interactions received via telephone calls, live chats and customer submitted tickets. In addition, they will successfully remote into customers machines to troubleshoot issues with infrastructure related applications such as Outlook and MS Teams.
• Create, modify, and successfully route all incidents and work orders reported to them from our customer base.
• Reset passwords and unlock accounts for Active Directory, PeopleSoft, Okta,, and other applications as required.
• Reset passwords, provide customers with instructions on obtaining authentication codes for mobile devices such as iPhones and iPads.
• Assist with the configuration of VPN and security authorization requests.
• Create Right Fax accounts.
• Will be required to execute virus and spyware scans as part of their problem determination and resolution roles.
• Provide guidance and advanced knowledge of systems as an escalation point level for IT Help Desk Administrator Associate and IT Help Desk Administrator Intermediate positions.
• Walk customers through installing applications and computer peripherals.
• Conduct advanced remote troubleshooting for encryption issues, registry edits and file corruption within the OS.
• Update contact information on network accounts.
• Provide application and system support, including installing and upgrading software, and configuring systems and applications primarily using remote access technology.
• Provide networking, data, and voice as well as file server troubleshooting skills to help diagnose and repair problems where possible.
• Provide hardware and software support to the Customer Service team.
• Report customer feedback and potential product requests.
• Provide recommendations and or automation tasks to improve team processes.
• Direct unresolved issues to the appropriate resolver group as applicable.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

What You'll Need for Success:

Credentials:

• An IT related Associate degree or applicable, current IT certifications are preferred. However, candidates with a minimum of five years of relevant IT experience will also be considered.

Additional qualifications:

• Will be required to have advanced knowledge of Microsoft Office.
• Will be required to have advanced knowledge of remote desktop protocols, PC hardware, and operating systems.
• Will be required to possess and demonstrate advanced problem determination and resolution skills.
• Ability to work independently, troubleshoot problems, and adhere to agency policies and procedures.
• Will be required to have good communication skills, both written and verbal, and the ability to maintain these skills in a high-pressure environment.
• Demonstrate proficiencies of job duties relative to the IT Help Desk Administrator Senior position.
• At least three years IT Infrastructure call center experience preferred.
• Ability to perform essential functions with or without reasonable accommodation.

A degree is not required. However, at least 5 years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Supervisory Responsibilities/Direct Reports:

This role may provide direct supervision for one or more staff members.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
  • Combined 180 hours of paid vacation, personal, and sick leave time off
  • 12 paid holidays, 14 in election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at

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