Position Description

Responds promptly to customer requests; takes a customer-centric 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, back-up software, imaging, SaaS and Cloud products.
• VMware desktop vitalization -Computers and peripheral hardware
• Basic computer networking and the OSI model

Experience Required

2 years’ experience in hands on Help Desk support. Physical interaction with agency computer equipment on site is required.

Education Required

Combination of 4 years education and/or experience