Technical Support Specialist I- Service Desk

Salary: $21.47 Hourly
Location : Salt Lake County, UT
Job Type: Full Time
Remote Employment: Remote Optional
Job Number: 39825
Agency: 150 Department of Government Operations
Unit: 2762 DGO DTS SERVICE DESK
Opening Date: 12/28/2023
Closing Date: 1/8/2024 11:59 PM Mountain
FLSA: Non-Exempt
Recruiter: Kris Haslam (khaslam@utah.gov)
# of Openings: 2
Background Check: You must successfully pass a criminal history check.
Location: These positions are currently a hybrid of both in-office 2 days a week required, and remote work days. Please note, a position's eligibility for remote work is established by agency management and is subject to change at their discretion at any time and for any reason.
Schedule Code: AT - Executive/Professional Employees of Technology Services - This is a career service exempt at will position.
Benefits: This position is eligible for a full benefits package. See benefits tab below for details.
EEO Statement: The State of Utah is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. For accommodations, dial 711 or TTY: 800-346-4128.
Job Description
The State of Utah Division of Technology Services (DTS) is seeking two Service Desk Support Technicians I to research, troubleshoot, and deliver solutions to end-user computers, application, system, device, access, or performance issues.
These positions are currently a hybrid of both in-office 2 days a week required, and remote work days. Please note, a position's eligibility for remote work is established by agency management and is subject to change at their discretion at any time and for any reason.
Ideal Candidate:
The ideal candidates will have experience with Service Desk systems or tools, be able to provide documentation as needed, and be able to escalate problems to appropriate levels or teams. Will be a problem solver, have the ability and willingness to work independently as well as with team members, other DTS staff, and employees of all State of Utah agencies.
The chosen candidates will have a high level of communication skills, both written and verbal; be both teachable and willing to share knowledge, experience, ideas, and be able to provide exceptional customer service.
Preference may be given to those with:
Experience on a call Center/Help Desk, Google Applications, and ServiceNow
Why join our team?
We have great business partners who want to serve Utah citizens efficiently and effectively, while working within the guidance of their federal and state partners. This is an opportunity to make a difference for Utah citizens while being a pivotal part of an exciting IT team. You will receive great health and retirement benefits, such as, generous paid time off so you can spend more time with your family and have a positive work life balance. to view a summary of all the benefits we offer.
The Agency:
To learn more about The Division of Technology Services check us out Click here. The State's environment is a highly optimized blend of systems responsible for collecting, processing, and distributing millions of data elements every day.
Example of Duties

• Answer incoming calls and Live helper chats.
  
• Troubleshoots and diagnoses problems, makes adjustments, repairs and/or provides assistance for State of Utah employees and public users.
  
• Troubleshoots Software issues, Hardware issues, passwords, MFA authentication, etc.
  
• Document incidents in the ServiceNow ticket system.

Typical Qualifications

• Ability to work with little direction in an environment where we trust you to do the work you are assigned
  
• Great customer service
  
• Knowledge of current software and hardware platforms
  
• The ability to Troubleshoot software and hardware
  
• The ability to work with remote software
  
• The ability to listen to and understand information and ideas presented through spoken words and sentences.
  
• The ability to read and understand information and ideas presented in writing.
  
• The ability to communicate information and ideas in speaking so others will understand.
  
• The ability to communicate information and ideas in writing so others will understand.
  
• The ability to apply general rules to specific problems to produce answers that make sense.
  
• The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  
• Adjusting actions in relation to others' actions
  
• Actively looking for ways to help people
  
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

Supplemental Information

• Employment contingent on passing a drug screening and a background check.
• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Work requires physical exertion. May require the ability to stand; walk over rough surfaces; bend, crouch, stoop, stretch, reach, lift moderately heavy items (up to 50 lbs.) in a recurring manner and/or for long periods of time.

Benefits:
The State of Utah offers eligible employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program. Please click the following link for a detailed information page: To access a Total Compensation Calculator in Excel format click
FMLA General Notice:
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01
ONLY APPLICANTS SELECTED FOR AN INTERVIEW WILL BE CONTACTED. As part of this application process, you must upload your resume into your application profile. Your answers to the questions on this application must be supported by your resume or work history. "See resume" or "see previous response" is not an acceptable response to any question. Please answer all questions fully. Failure to follow these terms may result in disqualification from further consideration for this position.

• I acknowledge I have read and understand the above statement

02
How many years experience do you have with Google Apps?

• Less than 1 year
• 1-2 years
• 3-4 years
• 5+ years

03
When you receive a call from a customer requesting assistance, what question do you ask and what do you do with the answer you come up with?
04
If you recognized a problem in, or the opportunity to improve an established process, what would you do?
05
How would you define good customer service?
06
Please indicate how you heard about this specific job posting.

• State of Utah job site (www.governmentjobs.com/careers/utah)
• Referred by a Friend or Family
• Indeed
• Other External Job Board or Site
• LinkedIn
• Social Media (Facebook, Twitter, etc.)
• DWS job website (www.jobs.utah.gov)
• Advertisement (Digital Ad, Billboard, Print, etc.)
• Professional Network (Association, Membership, Work Colleague)
• University Network (Handshake, School Job Board, Career Center, etc.)
• Contacted by a Recruiter
• Career or Job Fair
• Internship
• Interviewed for different position
• Internal communications (Agency/Division, etc.)
• Jobwise
• Other (not listed above)

Required Question