IT Support

REQUIRED SKILLS:
(Need Majority; 2+ Years)

• Excellent customer service skills; ability to work with diverse customers calmly and respectfully (including potentially difficult situations).
• 2 years support experience with Windows 10 and Microsoft Office 2019.
• 2 years experience with network and printer troubleshooting.
• Proficient typing and strong multitasking skills; ability to prioritize workload and manage multiple priorities/projects.
• Strong oral and written communication skills.
• Ability to document standard operating procedures and properly assign/escalate unresolved incidents.
• Understanding and practical use of Help Desk incident management and asset management systems.
• General analytical and troubleshooting knowledge; ability to perform diagnostics on hardware and software.
• Knowledge of industry-standard computer application software (e.g., MS Office suite) and IBM-compatible computer hardware.
• Demonstrated technical competence in a customer support environment, knowledge of information systems technology and operations.
• Team-oriented, collaborative work style.

NICE TO HAVE SKILLS:

• Prior Help Desk experience in a call center environment.
• Experience using incident management and knowledge base systems.
• 2 years support experience with iOS devices (desirable).

INTERVIEW PROCESS:

• Virtual interview via Microsoft Teams (audio and video on).
• 45 minutes, one round.

DESCRIPTION OF ROLE:

Working under the close supervision of the Help Desk Supervisor within the Bureau of Technology Management (BTM), this role provides Level One troubleshooting and support for department-provided hardware and software solutions, supporting a large statewide customer base.

Primary duties (approx. 80%)

• Provide technical assistance to customers seeking help with hardware, software, applications, printing, network, and operating system issues.
• Respond promptly and professionally to customer requests; record/verify customer information and document detailed troubleshooting information in the Incident Management System.
• Provide timely updates to customers with established incidents; update assigned incidents as changes occur.
• Assess incidents based on customer description; determine priority; resolve on first contact when possible; escalate to the appropriate assignment group when needed, following established escalation procedures.
• Support intake channels including phone, email, web-submitted incidents, and voicemail.
• Perform diagnostics and troubleshooting for supported hardware; monitor software installation requests and fulfill in a timely manner.
• Consult with Help Desk Team Leads and Supervisor as needed.

Project work (approx. 15%)

• Perform general maintenance on recycled administrative workstations to ensure assets are functional prior to reassignment for EdNet purposes.
• Create, organize, review, and update Help Desk knowledgebase documentation used to resolve and accurately dispatch customer incidents.
• Participate in quality and process improvement projects and initiatives.
• Complete other duties and special assignments as assigned.

Other duties (approx. 5%)

• Attend requested meetings, seminars, or training.
• Identify training needs and request approval to attend.
• Perform other job-related activities and duties as assigned.

OTHER NOTABLES:

• 1 position; 40 hours/week; day shift.
• Help Desk team size: ~10–11 staff providing Level 1 support to ~10,000 employees across ~160 locations.
• No on-call or weekend support.
• Help Desk hours are Monday–Friday, 6:00 AM – 5:00 PM; assigned shift for this role is 8:30 AM – 5:00 PM. While assigned, the worker may be expected to work any shift during business hours if needed (as early as 6:00 AM – 2:30 PM).
• Travel required: No.
• Security required: Yes.
• Access to FTI: Yes.
• Role must comply with applicable administrative rules and agency policies/procedures (including those related to the organization's reentry philosophy using evidence-based strategies and practices).