Tier 1 IT Support Specialist

A local state agency is looking for an IT Help Desk candidate who is responsible for creating, updating, and resolving level I incidents and service requests, all of which are created by employees, various vendors, and service providers crucial to the agency's Service Delivery. Analysts for the IT Help Desk are further responsible for triaging and escalating high-priority incidents to the applicable support team. This is a long-term contract engagement that will be fully onsite to start (first 4-6 weeks for hands-on training), then transition to remote (flexibility to come onsite 2x a month). We can provide a starting hourly rate of $15-$17/hr depending on candidate previous experience., * Logging into the call center telephone queue on a rotating basis

• Using Manage Engine Service Desk Plus for incident and service request management
• Active Directory Account Management, including password changes, account unlocks, group membership
• Customer Queuing System, including account management and general troubleshooting
• Customer Service Center, Customer Call Center, Headquarter Support including agency specific software, OS, and hardware general troubleshooting
• Reviewing Splunk live dashboards and reporting possible network degradations
• Triaging high priority incidents in preparation for escalation
• Escalating high priority incidents to the correct support groups
• Creating applicable support documentation for publishing to the knowledge base
• On base support , content management , enterprise content management experience

• General understanding of Microsoft Office and G-Suit application
• General understanding of IP and DNS related incidents
• Understanding of remote desk top tools (remote desktop for "Log me in rescue" and remote desktop for windows)
• Demonstrate ability to apply logical skills while troubleshooting
• Hardware: Ingenico Credit Card Machines, Fujitsu Scanner, * Experience with Okta Account Management, including account management and general troubleshooting