Help Desk II

Benefits:Competitive salaryOpportunity for advancementTraining & developmentPosition Summary:Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions. The IS Technical Services Professional shall comply with the Departments administrative rules and the agencys policies and procedures including those related to the Departments overall Reentry philosophy of using evidence-based strategies, practices and programs which target an offenders individual criminogenic needs and risk level.Top Skills & Years of Experience:Excellent customer service skillsTwo years support experience with Windows 10, and Microsoft Office 2019Two years' experience with Network and Printer troubleshooting.Must be proficient is typing skills and be able to multi-task.Nice to have skills: Prior Help Desk experience in a call center environmentPrevious experience using Incident and Knowledge base systemsDesirable to have 2 years support experience with iOS devices.% Time Goals and Worker Activities80% A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.A1. Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.A2. Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.A3. Conduct an assessment of the incident based on the customers description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.A4. Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages.A5. Perform diagnostics and trouble shooting for supported DOC hardware.A6. Monitor requests for software installations and fulfill those requests in a timely manner.A7. Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.% Time Goals and Worker Activities15% B. Perform Project Work B1. Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes. B2. Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents. B3. Participate in quality and process improvement projects and initiatives. B4. Completion of Other Duties and special assignments as assigned.5% C. Performance of other job-related activities and special assignments.C1. Attend requested meetings, seminars, or training.C2. Perform other duties as assigned.C3. Identify training needs and request approval to attend.Job Knowledge, Skills & Abilities:Ability to work with diverse customers in a calm, respectful manner to address potentially difficulty situations.Ability to manage and work on multiple priorities or projects.Ability to document standard operating procedural documentation as it pertains for support procedures, and properly assigning unresolved incidents.Ability to effectively multitask and prioritize workload.Effective oral and written communication skills.Ability to work in a team oriented collaborative work environment.Understanding of the use of Help Desk incident management and asset management systems.Knowledge of State and Agency customer base and associated hardware and software applications.Ability to perform diagnostics on hardware of software.Knowledge of general analytical and troubleshooting procedures.Knowledge of industry-standard computer application software, such as the MS-Office suite.Knowledge of IBM compatible computer hardware.Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.This is a remote position.

Salary : $30