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INFORMATION TECHNOLOGY TECHNICIAN
- California, Maryland, United States
- California, Maryland, United States
About
Key Responsibilities
Provide first‑line, customer‑centric support for IT incidents via phone or remote tools.
Analyze and diagnose technical issues, escalating as necessary.
Document all incidents and resolutions in FreshService, ensuring accurate knowledge‑base entries.
Train and support end users on troubleshooting and use of IT applications.
Collaborate with senior SME staff and cross‑functional teams for incident resolution.
Required Qualifications
Experience troubleshooting, installing, and configuring PC hardware and software.
Experience troubleshooting Microsoft Windows 10/11 and Office 365.
Strong customer service skills in a technical environment.
Proficiency with IT Service Management/Help Desk software, preferably FreshService.
Excellent documentation practices and ability to create clear technical notes.
Desirable Qualifications
Experience with FTB systems such as Mainframe, PASS, ARCS, BETS, EDR, TPF.
Experience with IT Service Management/Help Desk software such as CA Service Desk Manager, FreshService, LANDesk, ServiceNow, BMC Remedy.
Experience in a Service Desk/Help Desk environment.
Familiarity with remote desktop tools.
Experience working in a call center environment.
Experience troubleshooting Virtual Desktop Infrastructure (VDI) including Outlook/Edge.
Working Conditions 4 or more days in the office per week; may be eligible for some remote work based on departmental guidelines and operational need.
Equal‑Opportunity Statement The Franchise Tax Board is an equal‑opportunity employer and encourages talented individuals from all backgrounds to apply. Federal Equal Employment Opportunity, American Disabilities Act, Veterans' Employment and Training Act, and California State law apply.
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Languages
- English
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