Job Description

The Service Desk uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.  Serves as a technical resource on all of standard desktop applications to 10,000+ computer users.   Provides an understanding and knowledge of applications serving as a strong base for technical expertise in products and programs.  Ability to work independently to analyze customer’s needs and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions.  Supports end user password resets.  Instructs users via phone and/or email on the basic functionality of desktop applications.  Follows detailed procedures while making recommendations for routine problem solutions.  Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request.  Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues.  Distributes Agency-wide email communications and notices related to technology issues. 

Application Instructions

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