IT Service Desk Technician

About the role

The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service.

Responsibilities

• Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
• Provide remote, phone, email, chat, and desk-side technical support to end users.
• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
• Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
• Maintain accurate hardware inventory records within ServiceNow Asset Management.
• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Requirements

• High School Diploma or GED.
• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
• OR Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.
• Preferred Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• Experience supporting state or local government environments.
• Preferred Technical Experience:
• Supporting Microsoft Windows 11
• Supporting Microsoft 365
• Supporting Microsoft Teams
• Supporting Microsoft Outlook
• Supporting Microsoft Entra ID (Azure AD)
• Supporting Active Directory
• Supporting Microsoft Intune
• Supporting Windows Autopilot
• Supporting ServiceNow
• Supporting Cisco Webex
• Supporting VPN technologies
• Supporting Multifactor Authentication (MFA)
• Supporting Network printers
• Supporting Hybrid cloud environments
• Supporting Hardware Asset Management (HAM)
• Supporting Basic Software Asset Management (SAM)

Qualifications

• Strong customer service and communication skills.
• Excellent troubleshooting and analytical skills.
• Ability to diagnose hardware, software, and network issues.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong documentation and organizational skills.
• Ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team.
• Knowledge of ITIL service management principles.