Job Location:

• The office for this position is located at 920 Wildwood Drive, Jefferson City, MO.
• Candidates who complete a successful onboarding and training period may be eligible to work at an alternate location in compliance with OA-ITSD's Distributed Workforce Plan.

About this position:
This is a working supervisory position accountable for overseeing a team providing a full range of on-site and remote IT client service technical support services (15%-25% of the time), while at the same time providing IT Tier 2 technical support similar to those individuals this person would supervise (75%-85% of the time). Responsible for supervising the delivery of IT support for a portfolio of software and hardware products. Positions typically exist in an environment where a small team of IT client support staff is required due to the number of users supported.

This position is with the Office of Administration, Information Technology Services Division (OA-ITSD) Client Engagement Services (CES) team.

ITSD Core Values - We Innovate and Partner with Passion, Respect, and Integrity united as #OneTeam.

Duties and Responsibilities:

• Supervise a team of IT client service technicians that are responsible for the delivery of IT support for both hardware and software products.
• Monitor/supervise/prioritize supervised staff's workloads.
• Troubleshoot/diagnose/repair issues with hardware (PCs, Monitors, Laptops, Printers, Multi-Function Devices, mobile devices, VoIP phones, and other peripheral equipment) to end users at multiple agencies.
• Software/application support, Imaging/installing/deploying hardware, updating tracking systems.
• Work in conjunction with other ITSD functional teams.
• Utilize Cherwell Service Management system for work requests, prioritize requests and handle urgent issues promptly.
• Effectively communicate by telephone, email, and in person with customers.

Preferred Knowledge, Skills, and Abilities:

• Ability to mentor and develop staff’s technical skills.
• Ability to monitor/supervise/prioritize supervised staff's workloads. Identify help desk ticket trends and provide recommendations.
• Requires familiarity with Microsoft Windows 10, Microsoft Office, remote software tools, Active Directory, Microsoft BitLocker Administration and Monitoring (MBAM), and Crowd-strike.
• Ability to troubleshoot/diagnose/repair issues with hardware (PCs, Monitors, Laptops, Printers, Multifunction Devices, mobile devices, VoIP phones, and other peripheral equipment).
• Install/configure/maintain/troubleshoot Operating Systems, software, and computer applications.
• Strong cyber security awareness.
• Basic networking skills.

The classification for this position is Client Support Professional; click for more details.

The State of Missouri’s benefits package includes a defined pension plan, paid time off, health insurance, and pre-tax flexible benefits. To learn more about the total benefits package click here.

If you have questions please contact: ITSDRecruiting@oa.mo.gov

The State of Missouri is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.