Help Desk Technician

The Help Desk technician assists in a variety of duties to help assure that all SOS staff have operational laptops, peripherals, and access to required software and network files. ESSENTIAL DUTIES AND RESPONSIBILITIES Under the general direction of the Service Desk Manager, the essential functions include, but are not limited to the following:

• Serve as first point of contact for internal & external customers seeking technicalassistance over the phone, email, or in person.
• Answer queries on basic technical issues and offers advice to solve them (e.g., passwordresets, VPN or wireless network connections, email or printing issues, workstationperipherals).
• Provide support & service to information system users on a computer ortelecommunication network running in stand-alone, client/server, web-based, and/ornetworked environment using established methods and procedures.
• Perform remote troubleshooting through diagnostic techniques and pertinentquestions; determines the best solution based on the issue and details provided bycustomers.
• Direct unresolved issues to the next level of support personnel; record events, problems,and their resolution in tracking system (i.e., Service Now Help Desk Portal).
• Follows-up and update customer status and information with appropriate teammember(s).
• Read technology manuals and documents and follow established methods andprocedures to perform routine analysis to resolve problems.
• Provide installation and monitoring support for the SOS Information Technologydepartment: Unpacks hardware, software & related equipment. Stages and/or rackshardware. Performs set-up and installation for hardware and/or software; establishesnetwork connectivity.
• Promote system security and awareness by adhering to the Agency's and/or State's IT security policy(s) and standards. Stay current regarding new technologies, standards and techniques and learns and/or acquires new skills as required.
• As assigned, serves as a member of the Disaster Recovery, Election Night, and Incident Response Teams.
• Other duties as assigned.

Associate's degree preferred. Preferred Experience: o Thirty-six months experience with Office 365 o Twenty-four months strong working knowledge of ITSM products (Service Now) o Six months experience with MS Teams Required Experience: o Excellent client-facing and internal communications skills o Excellent written and verbal communications skills o Solid organizational skills including attention to detail and multitasking skills

Nice to Have Skills & Experience

Knowledge, Skills & Abilities

• • Knowledge of computer hardware, software & operating systems & procedures
• • Ability to deal with many variables & determine specific action, cooperate with co-workers on group projects
• Follow SOS policies and procedures, as well as applicable state and federal laws and administrative code as they relate
• Interpret and follow a variety of instructions in written, oral, or picture format
• Use proper research methods in gathering data; gather, collate & classify information about data, people or things
• Keen attention to detail, accuracy in work and organization skills Personal computer, Microsoft Office 365 - Word, Excel, PowerPoint, Outlook; Database, Service Now

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.