Provides accurate, timely desktop computer technical work installing, implementing, maintaining, and supporting computer systems for use by end-users including the hardware & software components to both Department and outside agency customers.
Coordinates work assignments with appropriate Department staff as well as other desktop support staff.
Performs necessary follow-ups with customers to ensure that requests are handled efficiently and that quality solutions are provided and recognize or analyze priority issues for escalation.
Providing detailed information regarding the issues to effectively solve problems in a timely and organized manner using industry best practices and procedures.
Maintains all assigned issues within the Department’s Issue Tracking System.
Adds, updates and provides current status information into the Tracking System in a timely and accurate manner.
Identifies and documents resolutions, sharing the documentation and findings with other team members.
Provides assistance for Voice Over IP (VOIP) phones and LAN/WAN connectivity troubleshooting to coordinate repairs with Regional as well as statewide support staff.

Requirements

At least one year of experience working in an IT environment in either a field-based support capacity or a call center capacity.
Education can substitute on a year for year basis.
At least one year of experience supporting Windows 10 or newer Windows operating systems and compatible applications.
Technical understanding of computer hardware, software and networking systems and troubleshooting/problem solving skills.
Valid Driver’s License and possess an operational private vehicle for use in performance of daily work activities.
Working outside normal shift/business hours.
Navigate tight spaces which may involve a combination of kneeling, crawling, bending, stooping, climbing ladders, and/or reaching.
Ability to lift 30 pounds and move equipment.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

desktop supportWindows 10troubleshootingnetworking systemscomputer hardwarecomputer softwareproblem solvingissue trackingVOIPLAN/WAN connectivity

Soft Skills

communicationorganizationcustomer serviceteam collaborationtime managementattention to detailescalation managementfollow-upanalytical skillsadaptability

Certifications

valid driver's license