State of New Hampshire Job Posting

DEPARTMENT OF INFORMATION TECHNOLOGY

User Services Division - Help Desk Services

27 Hazen Dr.

Pay Range $19.57 - $25.89/hrly

HELPDESK TECHNICIAN

Technical Support Specialist I

Position #30366

*See total compensation information at the bottom of announcement.

The State of New Hampshire, Department of Information Technology, User Services Division - Help Desk Services has a full time vacancy for Help Desk Technician/Technical Support Specialist I.

SCOPE OF WORK : Assists with the problem resolution for desktop operating and maintenance functions. Provides first tier desktop-related troubleshooting for help desk services through the use of industry standard software tools and techniques. Provides guided, remote assistance to an array of customers in a multi domain, networked environment; assists with incident and problem resolution using a knowledge base as well as, monitoring, maintenance, and administrative tools.

ACCOUNTABILITIES :

Performs Help Desk functions that include but are not limited to the following:

Preliminary troubleshooting of Windows operating systems and all state standard software.

Provides technical problem resolution to all DoIT and Executive Branch Agencies as well as tracking the computer-related problems via a help desk tool.

Resolves the user’s problem or request over the phone whenever possible.

Contacts the appropriate DoIT resource(s) to resolve the user’s problem or request as necessary.

Prepares report summaries on Help Desk activities.

Interacts with end users and DoIT staff in a professional, courteous, and expedient manner.

Conducts call back response for all technical support requests referred to the Help Desk.

Identifies reoccurring issues and recommends constructive resolution.

Maintains and creates Help Desk documentation, including Knowledge Base articles for used by DoIT technicians and customers.

Performs preliminary troubleshooting of personal computers to detect problems.

Maintains and supports personal computer applications to satisfy the requirements of the user.

YOUR EXPERIENCE COUNTS - Under a recent change to the rules, an applicant's relevant experience now counts towards formal education degrees referenced in the posting See Per 405.1.

18 Months of additional relevant experience = Associate's degree

36 Months of additional relevant experience = Bachelor's degree

54 Months of additional relevant experience = Master's degree

MINIMUM QUALIFICATIONS :

Education : Associate degree from a recognized college or technical school, or two years of college with a major study in mathematics, computer science, data processing, or business administration, or a related degree field, with at least fifteen (15) credit hours in the field of computer science. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience : Two years' experience in the use and maintenance of computers and application software. Each additional year of approved work experience may be substituted for one year of required formal education.

License/Certification: Must be eligible to hold a valid New Hampshire driver's license and have access to transportation for use in statewide travel.

SPECIAL REQUIREMENTS : Position requires working knowledge of Windows desktop operating systems and use of Windows based application software in a network environment; maintains proficiency with relevant desktop technology in the use of personal computer software and hardware products, tools, and support; effectively and proactively communicates issues and concerns to direct supervisor in a timely manner; identifies and recommends constructive resolutions; proven ability to function independently in a multitasked environment; strong analytical skill.

Temporary schedule changes or off hours work (non-business hours), including overtime, may be required to allow for planned installations and upgrades or for other work that cannot be done without major disruption to users and network systems within core business hours. In-State travel may be required.

DISCLAIMER STATEMENT : The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to a position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

For further information please contact Robin Bouchard, IT Manager (603) 223-5728

Selected candidate will undergo a fingerprint-based criminal background check and motor vehicle record check in order to ensure suitability for exposure to confidential information.

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits is based on the employee¿s union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.

Value of State's share of Employee's Retirement: 13.85% of pay

Other Benefits:

o Dental Plan at minimal cost for employees and their families ($500-$1800 value)

o Flexible Spending healthcare and childcare reimbursement accounts

o State defined benefit retirement plan and Deferred Compensation 457(b) plan

o Work/life balance flexible schedules, paid holidays and generous leave plan

o $50,000 state-paid life insurance plus additional low cost group life insurance

o Incentive-based Wellness Program (ability to earn up to $500)

Want the specifics? Explore the Benefits of State Employment on our website:

EOE

TDD Access: Relay NH 1-800-735-2964