Job Details
Provide second-level technical support for PC hardware, software, and network problems over the phone or via email. Monitors call trends to identify and resolve continuing problems or unusual situations. Performs security access administration functions that include resetting active directory, portal, and mainframe passwords. Communicates on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.
Additional Information: Typically, 8-hour shifts are staggered between 7:00 a.m. and 7:00 p.m., Monday thru Friday, except on recognized State and/or Federal holidays. Must be able to work outside of standard hours on short notice. Must be able to sit for long periods of time while assisting customers.
Essential Job Functions:
- Answers IT Customer Service Help Desk telephone hotline.
- Troubleshoots level 2 and 3 technical problems for callers regarding Agency hardware, software, network, peripheral and mobile devices issues. Escalates issues as required.
- Creates problem tickets in Agency incident tracking software (Remedy) for all calls. Achieves desired metrics in accordance with department policies.
- Provide first call resolution for users with remote access tools.
- Verifies and documents customer identity in accordance with Agency requirements.
- Performs weekly and monthly duties as assigned on a rotating basis (e.g. picking up mail, training, answering Help Desk email box, etc.). Acts as backup to monthly duties as needed.
- Attends department meetings and training as required.
- Serves as an integral member of an IT Support Team which supports various level of customer in a dynamic environment. Promotes and participates in a positive and culturally diverse work environment.
- Maintains technical expertise on hardware, software, network configurations, etc.
- Participate in user acceptance testing prior to deployment of new hardware and software.
- Other duties as required.
Requirements:
- 2+ years experience with information systems, processes and procedures.
- Extensive knowledge of personal computers, printers, other peripheral equipment, Microsoft products (Windows 7/10, Office 365), and other applicable software.
- 1 or more years of experience in a high-volume call center/help desk environment is required.
- Knowledge of current hardware and software troubleshooting techniques.
- Ability to effectively communicate orally and in writing in the English language with all levels of staff; Strong ability to present and explain technical information to a non-technical audience.
- Excellent customer service techniques, especially with difficult callers and/or under stressful conditions.
- Ability to type 45+ words per minute.
- Knowledge of incident tracking software such as Remedy is required.
- Skill in creating and maintaining technical documentation. Ability to learn new and existing hardware and software.
- Effectively multitasks while exercising logic and reasoning to define problems, establish facts, and draw valid conclusions. Perform research and retrieve information from computer systems, databases, and the Internet.
- Ability to take direction, work well as part of a team, and work independently when needed. Ability to adjust to and maintain a fast-paced workflow.
- Experience troubleshooting printers
- Ability to troubleshoot Android and IOS
- CompTIA A+ Certification desired.