Help Desk II (152487)

Job Title

Job Requirements: Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions. The IS Technical Services Professional shall comply with the Department\'s administrative rules and the agency\'s policies and procedures including those related to the Department\'s overall Reentry philosophy of using evidence-based strategies, practices and programs which target an offender\'s individual criminogenic needs and risk level.

A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues. (80%)

A1. Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.

A2. Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.

A3. Conduct an assessment of the incident based on the customer\'s description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.

A4. Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages.

A5. Perform diagnostics and trouble shooting for supported DOC hardware.

A6. Monitor requests for software installations and fulfill those requests in a timely manner.

A7. Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.

B. Perform Project Work (15%)

B1. Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.

B2. Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.

B3. Participate in quality and process improvement projects and initiatives.

B4. Completion of Other Duties and special assignments as assigned.

C. Performance of other job-related activities and special assignments. (5%)

C1. Attend requested meetings, seminars, or training.

C2. Perform other duties as assigned.

C3. Identify training needs and request approval to attend.

Other Experience and Qualifications: Mandatory Requirements:

Excellent customer service skills. (2 years)

Experience supporting Windows 10, and Microsoft Office 2019. (2 years)

Experience with Network and Printer troubleshooting. (2 years)

Must be proficient in typing skills and be able to multi-task.

Required to go to Central Office at any time

Nice to Have:

Prior Help Desk experience in a call center environment

Previous experience using Incident and Knowledge base systems

Desirable to have 2 years support experience with iOS devices.

Application Instructions: E-Mail a Rsum: joannem@cci-worldwide.com