Help Desk II

Working under the close supervision of the Help Desk Supervisor; Bureau of Technology

Management (BTM), performs Level One troubleshooting and support for all BTM provided

hardware and software solutions.

The IS Technical Services - Professional shall comply with the Department's administrative

rules and the agency's policies and procedures including those related to the Department's

overall Reentry philosophy of using evidence-based strategies, practices and programs which

target an offender's individual criminogenic needs and risk level.

80% A. Provide technical assistance to all customers seeking assistance for hardware,

software, application, printing, Network, and Operating System issues.

A1. Respond to incoming customer requests for service promptly,

courteously, and in a professional manner. Record customer information

following established guidelines; verify information and enter detailed

key troubleshooting information into the Incident Management System.

A2. Reply to customers with established incidents in a timely manner

following established standard operating procedures or directives.

Update assigned incidents with all changes as they occur.

A3. Conduct an assessment of the incident based on the customer's

description; identify the priority and escalate the incident to the

appropriate assignment group when unable to resolve the incident on

first contact. Follow established escalation procedures.

A4. Provide prompt customer support and response for all requests.

Methods of request include incoming telephone calls, e-mail, Web

submitted incidents, and voice messages.

A5. Perform diagnostics and trouble shooting for supported DOC hardware.

A6. Monitor requests for software installations and fulfill those requests in a

timely manner.

A7. Consult with Help Desk Team Leads and Supervisor as necessary for

guidance and support.

15% B. Perform Project Work

B1. Perform general maintenance on recycled Admin workstations to ensure

assets are working properly prior to reassignment for EdNet purposes.

B2. Create, organize, review, and update Help Desk knowledgebase documents

used to resolve and accurately dispatch customer incidents.

B3. Participate in quality and process improvement projects and initiatives.

B4. Completion of Other Duties and special assignments as assigned.

5% C. Performance of other job-related activities and special assignments.

C1. Attend requested meetings, seminars, or training.

C2. Perform other duties as assigned.

C3. Identify training needs and request approval to attend.

1. Ability to work with diverse customers in a calm, respectful manner to address potentially

difficulty situations.

2. Ability to manage and work on multiple priorities or projects.

3. Ability to document standard operating procedural documentation as it pertains for support

procedures, and properly assigning unresolved incidents.

4. Ability to effectively multitask and prioritize workload.

5. Effective oral and written communication skills.

6. Ability to work in a team oriented collaborative work environment.

7. Understanding of the use of Help Desk incident management and asset management systems.

8. Knowledge of State and Agency customer base and associated hardware and software

applications.

9. Ability to perform diagnostics on hardware of software.

10. Knowledge of general analytical and troubleshooting procedures.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.