Service Desk Technician

About the role

The Bureau of Information Technology (BIT) IT Service Desk serves as the main connection between the agency and its technology. The Service Desk Team plays a critical role in aligning DEP IT and business processes by facilitating operational efficiency tracking, documenting agency-wide service requests, and improving IT asset management.

Responsibilities

• Provide first-line response for users with desktop, laptop, password, and application issues.
• Respond to requests for technical assistance in person, via phone, and email, providing first-level support for users in the local office, as well as those who are remotely located.
• Install application software necessary to complete job functions.
• Support testing and deployment of operating system and application security patches on workstations, laptops, and thin clients.
• Deliver, set up, and configure end-user desktop & laptop computer hardware, printers, mobile devices, and peripherals as needed.
• Escalate more complex and impactful issues to Tier II/III support teams.
• Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.

Requirements

• A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support;
• An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above;
• A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above;
• Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience.

Preferred Skills

• One + year of experience in application end users' support.
• Excellent interpersonal and communication skills are critical.
• Ability to work collaboratively and as part of a team.
• Effective written and verbal communications.
• Must have outstanding customer service skills, including passion to serve well, and the patience when working with non-technical users.
• Problem identification, troubleshooting, and creative problem-solving abilities.