Service Desk Technician II

About the role

Supports the Information Services Division. This is an on-site position located in Oklahoma City, OK.

Responsibilities

• Responds to customer issues and concerns received via inbound calls or email
• Opens and records into the service desk tracking software all support calls from the user community
• Attempts to resolve technical trouble tickets at the service desk before escalating to technical support
• Increases the percentage of cases resolved by the service desk annually
• Sets and notifies next level support of escalated technical trouble tickets when resolution cannot be achieved at the service desk level
• Suggest system and process improvements for the service desk
• Serves as team lead as requested
• Supervises lower-level service desk staff

Requirements

• Two (2) years of help desk experience or (2) years in a technical support role
• Fourty-eight (48) semester hours towards an information technology degree at an accredited college, university, or technical school
• When requested, works nights and/or weekends to meet the needs of the operation

Qualifications

Knowledge, skills, abilities and competencies required include knowledge of troubleshooting steps to resolve customer issues; logical problem solving; and the Oklahoma Management and Enterprise Services terminology and functionality.

Skills

Skills required include the skill in having an excellent telephone presence; organization; following-up; and diagnostics and analytics for general IS questions.

Benefits

A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Pay

$43,250 Salary is based on education and experience.

Schedule

Full-time 40-hour work weeks