Preliminary and second tier troubleshooting of Windows operating systems and all state standard software.
Troubleshoots network connectivity issues through Windows Active Directory including unlocking accounts and changing passwords.
Provides technical problem resolution to all Department of Information Technology (DoIT) users as well as tracking the computer-related problems via a help desk tool.
Identifies reoccurring issues and recommends constructive resolution.
Maintains and creates help desk documentation, including Knowledge Base articles for use by DoIT technicians and customers.
Interacts with all levels of DoIT customer base and staff in a professional, courteous and expedient manner.
Assists, trains and mentors’ internal customers and the end user community in technical matters associated with personal computer hardware, software and peripherals.
Contacts and interacts with customer and state approved vendors to correct problems with equipment or service through to service restoration.
Provides ongoing coaching to DoIT team members in an interactive and as needed basis.
Maintains proficiency in the support of hardware and software systems in support of the Help Desk Service mission.
Assists in the development of technical training programs and materials.
Required Skills:
Professional experience troubleshooting Windows desktop operating systems, Windows-based application software for end users.3Years
Professional experience using Microsoft Active Directory to unlock end user accounts and change user passwords,3Years
Professional experience troubleshooting network connectivity issues for end users.3Years
Professional experience working with a help desk ticketing system, such as BMC Footprints or other similar ticketing systems.1Years
Strong Customer Service skills and communication skills both written and spoken are essential to being selected for this position.
Highly Desired Skills:
Professional experience utilizing remote access tools, such as ConnectWise, to access end user devices for troubleshooting problems. 1 Years
Experience in the use of Microsoft tools such as Outlook, Teams and SharePoint. 1 Years