Description

Provide Tier I and Tier II technical support to state employees and external customers via remote and desk-side assistance.

Responsibilities

• Resolve IT operational issues, incident tickets, and service requests.
• Analyze client requirements to determine the nature of technical concerns and application problems.
• Document all service procedures and resolutions for system and application operations.
• Provide on-call application support and assist users with business and custom application operations.
• Generate KPI reports and system documentation using Microsoft Office.

Required Skills

• 2+ years of experience handling client inquiries, complaints, or technical support.
• Experience supporting Windows 10 workstations and Windows Server environments.
• Proficiency with Active Directory, O365, and VPN connectivity.
• Knowledge of LAN, VOIP, and SQL.
• Ability to perform hardware tasks including printer installations and toner replacement.
• Strong interpersonal, oral, and written communication skills.
• Bachelor's degree in a computer-related field such as Computer Information Systems or Computer Science.

Preferred Skills

• Experience working within an ITIL Service Management organization or using Cherwell.
• Security+ Certification or Cisco Certified Network Associate (CCNA).
• Inventory Management experience.

Key Skills

Education

Any Graduate