Help Desk Specialist

• 1st Level Support for Help Desk and Security Incidents
• Answer calls and e-mail messages as they come in to the Help Desk
• Accurately document all issues and requests during the initial call
• Analyze user issues and questions. Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.
• Establish and maintain a working knowledge of the systems navigation, procedures, and processing requirements
• Support users in the use of the system, including, but not limited to, navigation, access, and reports
• If required, route issues and requests to the appropriate second line of support
• Coordinate the schedule with the Help Desk supervisor to ensure coverage during established business hours.
• Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk
• Participate in appropriate training, workgroups and agency meetings

Do you have experience in Windows?, Do you have a High school diploma or GED?, * Experience with ServiceNow or other ticket or case management software is a plus

• Strong MS Windows, MS Outlook, and MS Office knowledge, particularly in MS Excel and MS Word
• Knowledge of basic accounting principles
• Excellent communication skills
• Works well with others
• Reliable and trustworthy
• Ability to multitask and set priorities
• MS SharePoint knowledge is desirable
• Ability to write non-technical correspondence and communicate in writing.
• Ability to run SQL scripts or queries is a plus

Preferred Level of Education:

• High School graduate with some college; a computer science-related degree is preferred.