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).