Help Desk Support Specialist

The IT Client Services Team is seeking an experienced, self-motivated professional with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The individual is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring, and reporting on systems hardware, software, and related infrastructure performance.

Primary Responsibilities

• Assist clients with Tier I issues and provide Tier II support for issues beyond their subject matter expertise under supervision.
• Work and communicate with state employees and internal clients to provide information and services targeted to meet client expectations.
• Analyze information to determine the nature and extent of client requirements and concerns.
• Serve as a liaison between clients and technical staff in the implementation and development of business process automation.
• Provide ongoing operational and user assistance to address application problems, offer on-call application support, and assist users with application operations.
• Respond to internal and external client concerns both remotely and through desk-side support.
• Receive additional training as required to gain full proficiency and experience in all areas.
• Perform clerical duties in support of the unit.
• Provide information and answers to inquiries from external clients regarding all aspects of the specific program area of the unit.
• Provide online and desk-side helpdesk services for all users to identify and resolve IT operational issues.
• Document service procedures for all resolutions.
• Provide end-user support, including IT Incident, Problem, or Request Tickets for all end-user-based systems (e.g., business and/or custom applications, devices).
• Demonstrate experience designing, installing, and supporting workstations, and agency IT systems environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, business and custom applications.
• Demonstrate experience installing and supporting one or more recent Microsoft enterprise-level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or newer, etc.).
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports and documentation on systems/application operations using Microsoft Office (Word, Excel, or PowerPoint).

Minimum Qualifications

• High school diploma or GED and 2-3 years of experience handling clients, questions, complaints, and/or providing information. A Bachelor’s Degree from an accredited college or university in a computer-related field – i.e., Computer Information Systems or Computer Science is a plus.
• Excellent interpersonal, oral, and written communication skills.
• Imaging machines (Dell/Win 10) and Inventory Management experience is desired.
• Experience working in an ITIL Service Management organization is a plus.

Additional Skills

• Technically competent with knowledge of systems management, development, and implementation methods and infrastructure.
• Experience working in an ITIL Service Management organization and ServiceNow experience is a plus. CCNA (Cisco Certified Network Associate).
• Excellent problem-solving skills required.

Qualifications

• Vocational/Technical degree in computer applications, computer technology, or a closely related area from an accredited college AND one year of experience providing software or hardware customer support.
• OR High school diploma or GED AND two years of experience providing software or hardware customer support or technical assistance to computer users.
• OR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.

Agency Interview Type

Web Cam Interview Only

Work Arrangement

Onsite