What are the responsibilities and job description for the IT / Desktop Suppport position at Mississippi Department of Employment Security?
**Bachelor's Degree in Computer Technology or related field. Certifications such as MCP, A preferred**
**Minimum 2 to 5 years previous experience providing workstation support**
**Minimum 2 to 5 years previous experience providing workstation support**
- Troubleshoot and resolve hardware, connection, printer and software issues reported to service desk
- Update network applications as required
- Troubleshoot and resolve all problems encountered with hardware and software
- Escalate requests to the appropriate third party, as needed
- Replace or repair defective parts and equipment
- Conduct technology training for new users
- Provide support to the Technology and Operations team
- Conduct briefings and demonstrations for users to enhance system productivity
- Assist in development of training coursework and materials
- Maintain and expand knowledge base in area of expertise
- Increase efficiencies, technical ability and interpersonal skills
- Perform routine system monitoring and performance benchmarking
- Monitor and remove virus, spyware and other non-authorized software
- Track open tickets, identify missing knowledge articles during calls/ticket processing and initiate creation. Update the customer on the progress until resolution is reached
- Close incidents and requests in support system, update resolution
- Monitor and analyze the status of the SaviLinx infrastructure and systems and reports issues to management and/or support vendors
- Evaluate and notify appropriate personnel and document outages as they occur
- Maintains an accurate inventory of IT assets
- Maintain the card key access control system
- Assist the facilities personnel for basic repairs and projects.
- Pay is based on experience.
- Some flexibility in hours is allowed, but the employee must be available during the 'core' work hours of 8:00am -- 4:30pm, Monday through Friday.