Address
Form of workRemote Role
Here is a summary of the job description:
What You Will Do
As the Tier 1 Service Desk Technician for the Department of Administrative Services (DAS), you will play a key role in supporting the DAS IT Service Desk, which is responsible for triaging, troubleshooting, and repairing customer desktop IT issues through the use of consistent processes and procedures. You will also facilitate escalation and coordination of more complex technical issues with higher tiered teams in the Operations and Application Development units.
Some of what you will do:
· Provide first contact support of incoming requests to the DAS IT Service Desk ensuring courteous, timely, and effective resolution of end-user issues. Request and support types include providing basic support and troubleshooting, password resets, printer configurations, break/fix instructions, ticket routing and escalation as needed.
· Record and track the customer information, problem description, and relevant details through to final resolution.
· Respond to and communicate directly with customers regarding their assistance requests. Utilize available remote desktop technologies to troubleshoot and repair issues.
· Communicate with customers as needed regarding details of scheduled or unscheduled down-time of servers, network, applications, and databases.
Requirements are:
- A collaborative and tech-savvy teammate with a high attention to detail.
- At least two (2) years of information systems experience working in an IT service desk environment OR a cumulative amount of equitable training, experience, and/or education*.
*Education - Associate's degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field.
Type
Category
Qualification
Description
Competency
Required
Skills
Operating Systems
Windows 9x/2000/XP/NT/Vista/7
Proficient (4-6 Years)
Yes
Skills
Others
Communication skills both verbal and written
Proficient (4-6 Years)
Yes
Skills
Others
Learning ability
Proficient (4-6 Years)
Yes
Skills
Others
Presentation skills
Novice (1-3 Years)
Yes
Skills
Others
Team work
Proficient (4-6 Years)
Yes
Skills
Security
Active Directory
Novice (1-3 Years)
Yes
Skills
Tools
MicrosoftOffice
Novice (1-3 Years)
Yes
