Service Desk Agent I/II

comprehensive medical benefits, and flexible work schedules. We are currently looking for qualified candidates for the position of Service Desk Agent Level 1 (SDA-1). In a centralized call center environment, the Service Desk Agent is responsible for the primary delivery of Tier 1 and Tier 2 services and support solutions to internal and external customers and ensures the delivery of solutions to customers. Service Desk Agents monitor, log, track, and resolve requests for service, are responsible for service levels and the quality of services delivered to ensure consistent compliance with service level agreements and attainment of service desk standards.

SDA-1 functions under direct supervision. The SDA-1 is responsible for providing primary support and is the first point of contact when responding to service requests from customers. The SDA-1 will exercise entry-level skills with support-based methodologies.

SDA-2 functions under general supervision. The SDA-2 is responsible for providing advanced technical support to customers.

ESSENTIAL DUTIES INCLUDE, BUT ARE NOT LIMITED TO, THE FOLLOWING:

• Provide production support; provide first/second tier support and service restoration. Proactively seek information and utilize analytical and creative problem-solving skills along with standard processes and technologies resulting in efficient triage and resolution of reported problems and requests. Provide customer follow-up and education;
• Utilize Information Technology Infrastructure Library (ITIL) best practice processes such as Change, Problem, Incident, and Configuration Management to manage workflow;
• Identify proactive improvements. Observe trends in support requests, suggesting and helping to implement enhancements as relevant to increase the customer experience. Collaborate across other IT support teams within the organization to cohesively deliver customer services across enterprise and unique local solutions;
• Participate and assist in communicating the knowledge management process, including the use of Knowledge Base methodologies;
• Assist with project work and upgrades to the organization's technical infrastructure as needed;
• Leverage appropriate technical tools to perform initial root-cause analysis and service restoration for a variety of problems or challenges;
• Answer, evaluate, and prioritize incoming telephone, voice mail, email, ticketing tool, self-service portal requests for support;
• Document Service Desk interactions clearly and concisely in the Service Management tool.

Do you have experience in Operating systems?, Do you have a Trade school?, * SDA-1: College coursework in business, management, information technology, law or a related field or post-secondary technical education.

• SDA-2: Bachelor's degree in any discipline or two years of college coursework in business, management, information technology, law or a related field or post-secondary technical education., * SDA-1 - At least one year experience in a support desk environment supporting case management software, desktop applications and/or web-based applications in a distributed environment; OR at least 3 years in a customer-facing role providing service and interaction with stakeholders both verbally and through written communication.
• SDA-2 - At least three years' experience in a support desk environment supporting common desktop operating systems, case management software, desktop applications and client/server applications in a distributed environment.
• Preferred
• Previous Circuit Court clerk, administrative, or related position providing knowledge of court processes and policies;
• Familiarity with typical organization and processes of Michigan county/city information technology departments;
• Experience with the OnBase document management tool.

KNOWLEDGE:

• Office tools such as Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Call tracking and service desk ticketing tools (ie: Halo, Service Now, Ivanti).
• Familiarity with technologies such as Active Directory, AS400, VOIP, VPN, hardware, software, networking, printing, and knowledge of troubleshooting issues with those technologies.
• Techniques to question customers to frame problems into actionable summaries, escalating unresolved issues to the appropriate IT support representative or team.
• Basic knowledge of business applications such as email, calendar, Zoom, Teams, and websites.
• Preferred - knowledge of Michigan court processes and case management systems.

ABILITY:

• Communicate effectively, both verbally and in writing.
• Facilitate or participate in working meetings, elicit and solicit information, and absorb the information being communicated; facilitate a shared understanding of the problem, possible solutions, and scope of the issue or project in its entirety; facilitate solutions to technical challenges among multiple teams when they involve negotiation between multiple business and technical stakeholders.
• Evaluate multiple options before facilitating the solution to a problem.
• Apply critical thinking skills to determine the appropriateness of requests, with periodic reviews of business procedures to clarify or change a business process. Use the knowledge gained in the daily operational procedures as input to business process and procedure documentation.
• Prioritize across multiple tasks in a fast-paced environment.
• Work independently and manage time effectively to meet deadlines.

WORK LOCATION: Official work-site location is the Hall of Justice, Lansing, Michigan. Remote work may be available in accordance with the MSC/SCAO Remote Work Policy. The candidate selected for the position must reside in Michigan on or before their first day of employment.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, Judicial Information Services (JIS) is the IT arm of the Michigan Supreme Court. Our mission is to create innovative technology solutions, quality software, and provide expert service and support for Michigan's courts. We have a rich culture characterized by opportunity, integrity, and teamwork which facilitates career development and personal growth. The Supreme Court offers competitive compensation, 401k/457 match, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance