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Job Description
- Receive and respond to incoming calls, pages, and/or e-mails regarding end user hardware and/or software problems.
- Install, configure, test, maintain, monitor, and troubleshoot associated end user desktop hardware/software and remote access networking software products.
- Perform on-site and remote analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions.
- Provide technical assistance and support for incoming questions and issues related to statewide systems and software
- Respond to questions and issues in person, over the phone, or via email
- Work with other members of the agency team to provide sufficient information to diagnose and resolve issues that are not easily resolved
- Assist with onboarding of new users, including setup and deployment of hardware and software
- Quickly address user issues, and follow up to ensure that issues are resolved
- Resolve technical issues with user active directory accounts, network access, and other systems
- Document internal procedures
- Provide users guidance and access to internal administrative tools as well as other tools
- Install, test, configure, and update new workstations, peripheral equipment and software
- Maintain inventory of equipment, software, and software licenses
Job Requirements
- Proven working experience in providing help desk support.
- Working knowledge of help desk software, databases and remote control.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Experience from 0 -3 years.