Help Desk Technician

The Help Desk technician assists in a variety of duties to help assure that all SOS staff have operational laptops, peripherals, and access to required software and network files.

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 SOS 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.

MINIMUM QUALIFICATIONS

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

Employees are expected to model the Ohio Secretary of State s Core Values:

Accountability

Attitude

Excellence

Initiative

Innovative

Integrity

Reliability

Respect

Service

WORK ENVIRONMENT & PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Work is typically performed in an indoor office environment. While performing the duties of this job, the employee is frequently required to sit or stand, walk, talk, and listen; the employee may occasionally have to stoop, bend, reach, and lift up to 20 pounds. Employees need manual dexterity to operate standard office equipment and a personal computer, clarity of speech and hearing or other communication capabilities to discern verbal instructions and to communicate effectively with others and visual acuity to comprehend written work instructions and review, evaluate, and prepare a variety of written materials and documents.

EMPLOYEE ACKNOWLEDGEMENT

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.