Help Desk and Security Incident Support

Basic Duties

• Provide first-level support for Help Desk and security incidents.
• Answer incoming calls and email messages directed to the Help Desk.
• Accurately document all issues and requests during the initial contact.
• Analyze user issues and questions, using system knowledge and knowledge base resources to identify resolutions and provide answers.
• Establish and maintain a working familiarity with navigation, procedures, and processing requirements.
• Support users in system usage, including navigation, access, and reporting.
• Route issues and requests to the appropriate second line of support when necessary.
• Coordinate with Help Desk supervisors to ensure coverage during established business hours.
• Learn to use Help Desk core tools and software to assist users, and obtain a foundational understanding of core products supported by the Help Desk.
• Participate in relevant training sessions, workgroups, and agency meetings.

• Experience with ServiceNow or other ticket or case management software is a plus

• Strong knowledge of MS Windows, MS Outlook, and MS Office, with particular expertise in MS Excel and MS Word
• Familiarity with basic accounting principles
• Excellent written and verbal communication skills
• Ability to work effectively with others
• Reliable and trustworthy with a strong work ethic
• Ability to multi-task and set priorities in a fast-paced environment
• MS SharePoint knowledge is desirable
• Ability to write clear, non-technical correspondence and communicate effectively in writing
• Ability to run SQL scripts or queries is a plus
• Preferred Level of Education: High school graduate with some college; a computer science-related degree is preferred