Advanced Service Desk Technician

This is a remote position. This candidate will work either: Sat – Tues - Sat and Sun hours are 7am – 7pm and Mon and Tues hours are 7am to 4pm so it’s a 40 hour week OR Wed – Sat - Wed and Saturday hours are 7am to 7pm and Thurs and Fri hours are 8am to 4pm so it’s a 40 hour week.

The DIT Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technicians provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology-based systems located throughout the state agencies and universities, as well as for private businesses and citizens. The Service Desk Tech provides advanced technical support via phone, email, chat, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/troubleshooting problems and soliciting relevant information from users to describe and document routine and non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer experience and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed.

Required Experience:

- Impeccable customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.

- Enhanced computer literacy is required.

- Understanding of contact center environment and Service Desk role.

- Experience with ServiceNow is preferred.

- HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.

- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.

- Advanced troubleshooting and problem solving skills in Microsoft Windows, Office suite, O365, desktop hardware/software, voice and network connectivity, network printing, email, smartphones, and web-based applications.

- Ability to organize and follow more complex and/or detailed technical procedures.

- Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.

- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.

- Demonstrated sense of ownership, reliability, and urgency.

- Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.

- Proficient in translating technical issues into understandable terms for non-technical users.

Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.

Requirements

Skill

Required / Desired

Experience providing excellent customer service skills using ITIL methodology

Required

Experience working in a call center environment and Service Desk role

Required

ServiceNow experience

Desired

HDI Support Center Analyst, ITIL v3 Foundation A+ certification highly preferred

Highly desired

Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365

Required

Troubleshooting skills in desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.

Required