State of New Hampshire Job Posting

DEPARTMENT OF INFORMATION TECHNOLOGY

User Services Division - Help Desk Services

27 Hazen Dr.

Pay Range $24.90 - $32.09

TECHNICAL SUPPORT SPECIALIST II

Position #14317

*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 Technical Support Specialist II.

SCOPE OF WORK: Under the direction of the DoIT HDS Management Team, assist with problem resolution for desktop operating system, applications, software and hardware; perform maintenance functions and provide second tier desktop-related troubleshooting for Help Desk Services covering DoIT supported agencies.

ACCOUNTABILITIES:

Performs all Help Desk functions including, but not limited to the following:

• Analyzes, diagnoses, and troubleshoots computer hardware issues for supported DoIT supported agencies.

· Provides customer support for DoIT supported software. This includes, but not limited to Microsoft operating systems, Microsoft Office Products (Word, Excel, Outlook).and standard software.

• Escalates issues requiring support or service from DoIT technical support staff.

· Verifies network outages using monitoring tools and engages Network Operations.

· Adheres to compliance regulations in creating/changing accounts and resetting passwords for various applications.

• Creates and maintains a database of problem-based solutions within the Footprints Helpdesk database. Contribute to the ongoing documentation of policies and procedures within the DoIT Help Desk.
• Provides reports for various Help Desk accountabilities for HDS Manager as needed.
• Participates in projects as assigned by the DoIT Management Team, to include but not limited to, desktop projects to assist EDS staff or other DoIT staff members.
• Contacts and interacts with customers, and state approved vendors to correct problems with equipment or service through to service restoration.

MINIMUM QUALIFICATIONS :

Education : Associates degree from a recognized college or technical school, or two years of college with a major study in computer science, business administration, mathematics, 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 : Three years' experience associated with the use and maintenance of computers and application software, with responsibility for analyzing, troubleshooting, testing, and installing system and application software for computer equipment. 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