• Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• Provides high level of customer service by providing status and information to the customer.
• Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
• Performs advanced troubleshooting to determine cause of problem.
• Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
• Works with staff on issues outside their areas of responsibility as needed.
• Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
• Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.
• Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
• Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
• Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
• Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
• Shares information and receives feedback from other OIT staff as appropriate.
• Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• Coordinates service calls and repairs for warranty and non-warranty items.
• Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
  Installs, maintains, and supports specialized software applications as assigned.
• Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
• Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
• Works in multiple teams as a team member

QUALIFICATIONS AND EXPERIENCE 

• Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving/ troubleshooting skills.
• Exceptionally self-motivated and directed.
• Excellent interpersonal skills.
• Ability to write technical documentation.

Education: