Description

You will provide Tier I and Tier II technical support to state employees and external customers.

Responsibilities

  • Resolve IT operational issues, incident tickets, and service requests via remote and desk-side support.
  • 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

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