Service Desk Support Specialist III
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate. Include a section only when posting has real, specific content for it. Avoid filler like "commensurate with experience". Pay and Schedule sections only if posting actually states them. The posting includes "Pay range: $38.99 - $50.68 hourly". So we need a Pay section with that info. Also schedule? It mentions after-hours availability, 7 day on call shift, rotational basis, etc. That's schedule info. So we can include Schedule section with details: after-hours availability for emergencies/alerts mandatory, rotational basis, 7 day on call shift, requires on-call tech meet agreed upon SLA of 15 min response time, maintain access to computer with internet access (computer and WiFi hotspot provided). That's schedule info.
Benefits: Not explicitly listed. There's mention of TFCCS-funded training/conferences, but that's more about training. Not explicit benefits like health insurance. Might not include Benefits section unless there is real specific content. There's "TFCCS-funded training / conferences." That could be considered a benefit (professional development). But we need to decide if it's enough. The instruction: "Prefer a few substantive sections over many thin ones." Could include a Benefits section with that line. However, we need to ensure we don't create a section with filler. The line "Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self-study and TFCCS-funded training / conferences." That's a benefit (training). So we could include Benefits section with that.
Qualifications: There's Education/Experience JOB REQUIREMENTS LEVEL-3 7+ years experience providing technical support to customers. Able to write OCIO policies and able to approve exceptions independently. Provide process leadership... etc. That's qualifications/requirements. We can combine Requirements and Qualifications? The instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can have multiple sections if content exists. We need to decide what to put where.
We have description: "Essential Duties And Responsibilities" block. That's responsibilities.
Then "STAFF MANAGEMENT AND JOB CONTACTS Reporting Relationships ..." That's maybe about role? Could be about reporting relationships. Could be part of About the role or Responsibilities. Might be considered "About the role". But we have no explicit "About the role" paragraph. Could combine that into a short paragraph under About the role.
Then "Education/Experience JOB REQUIREMENTS LEVEL-3 ..." That's qualifications/requirements.
Then "Knowledge/Skills ..." That's skills.
Then "Technology Skills ..." That's also skills (maybe part of Skills).
Then "Work Environment ..." That's schedule/benefits? Actually work environment includes after-hours availability, on-call shift, etc. That's schedule.
Then "Engagement with Christian Science Membership in The Mother Church preferred." That's maybe a preference, could be part of About the role or Qualifications? Might be considered a requirement/preference. Could be included in Qualifications.
Then "Pay range: $38.99 - $50.68 hourly" plus explanation. That's Pay.
Thus sections: About the role (maybe short paragraph summarizing department and role), Responsibilities (list), Requirements (maybe combine with Qualifications?), Skills (list), Pay, Schedule.
We need to avoid duplication. Let's extract content.
Department: Office of the Chief Information Officer (OCIO). Role likely: Technical Support Lead? Not given but we can infer from duties.
About the role: Could be a paragraph: "The position is within the Office of the Chief Information Officer (OCIO) and involves providing technical support, managing incidents, acting as technical lead on projects, and ensuring service metrics." We must not invent details; we can only use what's in posting. So we can paraphrase but must preserve all substantive information. We can include the department name and mention that it's a technical support role with responsibilities as listed. That's okay.
Responsibilities: list from "Essential Duties And Responsibilities". Let's extract each bullet:
- Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
- Maintain the following minimum service metrics on a quarterly basis: Average customer satisfaction score of 4 out of 5 for tickets/requests; and, Meet or exceed ticket/request response and resolution times 90% of the time.
- Answer incoming requests and resolve incidents emphasizing first-call resolution.
- Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability.
- Communicate with customers throughout the lifecycle of requests/incidents.
- Use our incident management system to track the progress of the request.
- Use and grow our documentation knowledge-base to improve the consistency & effectiveness of service delivery across the team.
- Provision, maintain and remove security privileges across all OCIO managed systems.
- Manage user accounts, reset passwords, maintain permissions.
- Help produce compliance documentation and reports as required.
- Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned. Examples include annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security & compliance, and process improvement.
Also "STAFF MANAGEMENT AND JOB CONTACTS Reporting Relationships Supervisor: OCIO Operations Manager Supervises: NA Regular Contacts OCIO Service Desk and various employees in the organization". That's more about role but could be part of About the role or Responsibilities? It's about reporting relationships. Could be included in About the role.
We'll treat that as part of About the role.
Requirements: from "Education/Experience JOB REQUIREMENTS LEVEL-3 7+ years experience providing technical support to customers. Able to write OCIO policies and able to approve exceptions independently. Provide process leadership by applying OCIO policies and industry best practices in ambiguous circumstances. Creates a path forward to customer satisfaction when requests get “stuck.”Excellent stakeholders negotiation skills. Good at de-escalation & conflict resolution. Exercise planning & leadership in completing internal OCIO IT Operations projects without the need for dedicated Project Manager. Provides effective communication across all stakeholder groups. Identify and mitigate risk proactively."
Also "Engagement with Christian Science Membership in The Mother Church preferred." Could be a requirement/preference.
Also "In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire." That's boilerplate legal; we should remove.
Thus Requirements section can list those items.
Knowledge/Skills: list:
- Strong verbal communications skills.
- Track record of success operating collaboratively in teams and managing vendor relationships.
- Comfortable providing performance feedback to vendors (meeting SLA’s), coaching, and conflict resolution.
- Strong written communication skills.
- History of authoring effective documentation as well as updating/maintaining it consistently.
- Strong analytical and problem-solving skills.
- Able to resolve technical issues both directly (hand-on) and indirectly (teamwork, influence) through service partners and product vendors.
- Strong curiosity and love for learning.
- Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self-study and TFCCS-funded training / conferences.
- Access to confidential information requires impeccable background of professional judgment & ethical behavior.
Technology Skills: list:
- Software proficiency including Windows & Mac OS, MS Office, VoIP phones, and Google Mail/Apps.
- Knowledge of scripting and automation tools is a plus!
- Working knowledge of enterprise network systems, including remote access systems such as VPN.
We could combine Knowledge/Skills and Technology Skills into a single Skills section, but we have separate headings allowed. Could have Skills section with sublists? The instruction: Use
- for any list of duties/requirements/benefits, and
for prose. It doesn't forbid nested lists. But we can just have one Skills section with combined items.
Better to have Skills section with two subheadings? Not allowed; only headings are h3 for sections. So we can have one Skills section containing all skill-related items.
Thus Skills section list includes all from Knowledge/Skills and Technology Skills.
Pay section: include pay range and explanation.
Schedule section: include after-hours availability, 7 day on call shift, rotational basis, 15 min response SLA, computer and WiFi hotspot provided.
We must not include boilerplate like EEO, scam warning, etc. Already removed.
Now produce HTML fragment.
Structure:
About the role
...
Responsibilities
- ...
...
Requirements
- ...
...
Skills
- ...
...
Pay
Pay range: $38.99 - $50.68 hourly. The offered salary will be determined by factors such as the applicant’s relevant education, experience, knowledge, skills, abilities; and benchmarking, work location, and internal equity.
Schedule
- After-hours availability for emergencies / alerts is mandatory.
- On‑call shift is rotational, 7 days on call.
- On‑call technicians must meet an agreed‑upon SLA of 15‑minute response time.
- A computer and Wi‑Fi hotspot will be provided to maintain internet access.
We need to ensure we preserve all substantive information. Let's verify we didn't miss any.
From About the role: we need to include department and reporting relationships. Let's craft paragraph: "This position is within the Office of the Chief Information Officer (OCIO). The role reports to the OCIO Operations Manager, does not supervise staff, and regularly contacts the OCIO Service Desk and various employees across the organization." That captures reporting relationships.
We also might include that the role serves as Technical Lead or SME on OCIO projects. But that's already in responsibilities. Could also be in About the role but it's okay.
Now Responsibilities list: ensure we include all items from Essential Duties And Responsibilities and also the examples under Technical Lead. Also include "Help produce compliance documentation and reports as required." Already there.
Let's list them:
1. Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
2. Maintain the following minimum service metrics on a quarterly basis: Average customer satisfaction score of 4 out of 5 for tickets/requests; and, Meet or exceed ticket/request response and resolution times 90% of the time.
3. Answer incoming requests and resolve incidents emphasizing first-call resolution.
4. Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability.
5. Communicate with customers throughout the lifecycle of requests/incidents.
6. Use our incident management system to track the progress of the request.
7. Use and grow our documentation knowledge-base to improve the consistency & effectiveness of service delivery across the team.
8. Provision, maintain and remove security privileges across all OCIO managed systems.
9. Manage user accounts, reset passwords, maintain permissions.
10. Help produce compliance documentation and reports as required.
11. Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned. Examples include annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate. Include a section only when posting has real, specific content for it. Avoid filler like "commensurate with experience". Pay and Schedule sections only if posting actually states them. The posting includes "Pay range: $38.99 - $50.68 hourly". So we need a Pay section with that info. Also schedule? It mentions after-hours availability, 7 day on call shift, rotational basis, etc. That's schedule info. So we can include Schedule section with details: after-hours availability for emergencies/alerts mandatory, rotational basis, 7 day on call shift, requires on-call tech meet agreed upon SLA of 15 min response time, maintain access to computer with internet access (computer and WiFi hotspot provided). That's schedule info. Benefits: Not explicitly listed. There's mention of TFCCS-funded training/conferences, but that's more about training. Not explicit benefits like health insurance. Might not include Benefits section unless there is real specific content. There's "TFCCS-funded training / conferences." That could be considered a benefit (professional development). But we need to decide if it's enough. The instruction: "Prefer a few substantive sections over many thin ones." Could include a Benefits section with that line. However, we need to ensure we don't create a section with filler. The line "Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self-study and TFCCS-funded training / conferences." That's a benefit (training). So we could include Benefits section with that. Qualifications: There's Education/Experience JOB REQUIREMENTS LEVEL-3 7+ years experience providing technical support to customers. Able to write OCIO policies and able to approve exceptions independently. Provide process leadership... etc. That's qualifications/requirements. We can combine Requirements and Qualifications? The instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can have multiple sections if content exists. We need to decide what to put where. We have description: "Essential Duties And Responsibilities" block. That's responsibilities. Then "STAFF MANAGEMENT AND JOB CONTACTS Reporting Relationships ..." That's maybe about role? Could be about reporting relationships. Could be part of About the role or Responsibilities. Might be considered "About the role". But we have no explicit "About the role" paragraph. Could combine that into a short paragraph under About the role. Then "Education/Experience JOB REQUIREMENTS LEVEL-3 ..." That's qualifications/requirements. Then "Knowledge/Skills ..." That's skills. Then "Technology Skills ..." That's also skills (maybe part of Skills). Then "Work Environment ..." That's schedule/benefits? Actually work environment includes after-hours availability, on-call shift, etc. That's schedule. Then "Engagement with Christian Science Membership in The Mother Church preferred." That's maybe a preference, could be part of About the role or Qualifications? Might be considered a requirement/preference. Could be included in Qualifications. Then "Pay range: $38.99 - $50.68 hourly" plus explanation. That's Pay. Thus sections: About the role (maybe short paragraph summarizing department and role), Responsibilities (list), Requirements (maybe combine with Qualifications?), Skills (list), Pay, Schedule. We need to avoid duplication. Let's extract content. Department: Office of the Chief Information Officer (OCIO). Role likely: Technical Support Lead? Not given but we can infer from duties. About the role: Could be a paragraph: "The position is within the Office of the Chief Information Officer (OCIO) and involves providing technical support, managing incidents, acting as technical lead on projects, and ensuring service metrics." We must not invent details; we can only use what's in posting. So we can paraphrase but must preserve all substantive information. We can include the department name and mention that it's a technical support role with responsibilities as listed. That's okay. Responsibilities: list from "Essential Duties And Responsibilities". Let's extract each bullet: - Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude. - Maintain the following minimum service metrics on a quarterly basis: Average customer satisfaction score of 4 out of 5 for tickets/requests; and, Meet or exceed ticket/request response and resolution times 90% of the time. - Answer incoming requests and resolve incidents emphasizing first-call resolution. - Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability. - Communicate with customers throughout the lifecycle of requests/incidents. - Use our incident management system to track the progress of the request. - Use and grow our documentation knowledge-base to improve the consistency & effectiveness of service delivery across the team. - Provision, maintain and remove security privileges across all OCIO managed systems. - Manage user accounts, reset passwords, maintain permissions. - Help produce compliance documentation and reports as required. - Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned. Examples include annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security & compliance, and process improvement. Also "STAFF MANAGEMENT AND JOB CONTACTS Reporting Relationships Supervisor: OCIO Operations Manager Supervises: NA Regular Contacts OCIO Service Desk and various employees in the organization". That's more about role but could be part of About the role or Responsibilities? It's about reporting relationships. Could be included in About the role. We'll treat that as part of About the role. Requirements: from "Education/Experience JOB REQUIREMENTS LEVEL-3 7+ years experience providing technical support to customers. Able to write OCIO policies and able to approve exceptions independently. Provide process leadership by applying OCIO policies and industry best practices in ambiguous circumstances. Creates a path forward to customer satisfaction when requests get “stuck.”Excellent stakeholders negotiation skills. Good at de-escalation & conflict resolution. Exercise planning & leadership in completing internal OCIO IT Operations projects without the need for dedicated Project Manager. Provides effective communication across all stakeholder groups. Identify and mitigate risk proactively." Also "Engagement with Christian Science Membership in The Mother Church preferred." Could be a requirement/preference. Also "In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire." That's boilerplate legal; we should remove. Thus Requirements section can list those items. Knowledge/Skills: list: - Strong verbal communications skills. - Track record of success operating collaboratively in teams and managing vendor relationships. - Comfortable providing performance feedback to vendors (meeting SLA’s), coaching, and conflict resolution. - Strong written communication skills. - History of authoring effective documentation as well as updating/maintaining it consistently. - Strong analytical and problem-solving skills. - Able to resolve technical issues both directly (hand-on) and indirectly (teamwork, influence) through service partners and product vendors. - Strong curiosity and love for learning. - Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self-study and TFCCS-funded training / conferences. - Access to confidential information requires impeccable background of professional judgment & ethical behavior. Technology Skills: list: - Software proficiency including Windows & Mac OS, MS Office, VoIP phones, and Google Mail/Apps. - Knowledge of scripting and automation tools is a plus! - Working knowledge of enterprise network systems, including remote access systems such as VPN. We could combine Knowledge/Skills and Technology Skills into a single Skills section, but we have separate headings allowed. Could have Skills section with sublists? The instruction: Use
- for any list of duties/requirements/benefits, and
for prose. It doesn't forbid nested lists. But we can just have one Skills section with combined items. Better to have Skills section with two subheadings? Not allowed; only headings are h3 for sections. So we can have one Skills section containing all skill-related items. Thus Skills section list includes all from Knowledge/Skills and Technology Skills. Pay section: include pay range and explanation. Schedule section: include after-hours availability, 7 day on call shift, rotational basis, 15 min response SLA, computer and WiFi hotspot provided. We must not include boilerplate like EEO, scam warning, etc. Already removed. Now produce HTML fragment. Structure:
About the role
...
Responsibilities
- ... ...
Requirements
- ... ...
Skills
- ... ...
Pay
Pay range: $38.99 - $50.68 hourly. The offered salary will be determined by factors such as the applicant’s relevant education, experience, knowledge, skills, abilities; and benchmarking, work location, and internal equity.
Schedule
- After-hours availability for emergencies / alerts is mandatory.
- On‑call shift is rotational, 7 days on call.
- On‑call technicians must meet an agreed‑upon SLA of 15‑minute response time.
- A computer and Wi‑Fi hotspot will be provided to maintain internet access.