Description

You will provide technical support and incident management for agency users.

Responsibilities

• Answer help desk phone calls and respond to email requests promptly.
• Create ServiceNow incidents for all incoming phone and email requests.
• Escalate technical issues to senior staff by assigning ServiceNow incidents to the correct resources.
• Perform computer repairs and install software or updates on agency devices.
• Assist senior technical staff with data acquisition, report generation, and hardware tasks like cabling, racking, or moving equipment.
• Run daily reports and manage physical delivery via inter-company mail.

Required Skills

• 3 years of experience managing help desk phone support.
• 3 years of experience managing help desk email support.
• 3 years of experience with computer repairs.
• 3 years of experience escalating issues via ServiceNow.
• 3 years of experience installing software and updates on agency computers.
• 1 year of experience creating ServiceNow incidents.
• 1 year of experience with physical hardware tasks including cabling, data center cleaning, and equipment racking.
• 1 year of experience running and delivering daily reports.

Key Skills

Education

Not specified