Position Description: Responds promptly to customer requests; takes a customercentric approach to problem solving; prioritizes tasks for him or herself; assists in prioritization of the Help Desk queue; thoroughly documents all interactions; employee acts as a technical escalation for other Help Desk staff; responsible for resolving complex technical challenges; addresses advanced configuration issues; troubleshoots and resolves hardware and software problems independently; works with internal and external IT resources or vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources; trains other Help Desk staff.
Skills Required: Customer service principles and processes Helpdesk ticket management systems Microsoft Windows operating systems and applications; Google applications Active Directory Users and Computers; MS Administrative tools. Client server applications backup software imaging SaaS and Cloud products. VMware desktop vitalization Computers and peripheral hardware Basic computer networking and the OSI model
Skills Preferred:
Experience Required: 2 years experience in hands on Help Desk support. Physical interaction with agency computer equipmet on site is required.
Experience Preferred: Combination of 4 years education and/or experience
Education Required: High School diploma or equivalent.
Education Preferred: 2 year degree in a computer science discipline
Additional Information: Agency does not require drug or background checks. The role will join a team of six representing the Tier 1 and Tier 2 escalation support in the helpdesk chain. Primary responsibility is managing escalation tickets with a focus on the timely response to service tickets. Required Skill Set: IT Generalist: Handling a broad range of desktop support and hardwarerelated tasks including: New PC and workstation setup Configuration and identity management Desktop support for issues such as: Screen issues OKTA issues Password resets Broken PCs Familiarity with Salesforce is a bonus though not required as internal support can cover this gap. Environment: Google Workspace (email calendar Meets etc.) Microsoft 365 Windows 11 (current OS used by the majority of staff) Microsoft domain The role encompasses the full scope of Tier 1 and Tier 2 desktop support and hardware tasks.
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