Service Desk Technician II

This position is responsible for providing customer service to the information technology user community for Oklahoma state agencies and internal support staff. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Typical Functions

The functions performed in this job family will vary by level, unit and organization, but may include the following:

• Responds to customer issues and concerns received via inbound calls or email
• Opens and records into the service desk tracking software all support calls from the user community
• Attempts to resolve technical trouble tickets at the service desk before escalating to technical support
• Increases the percentage of cases resolved by the service desk annually
• Assigns and notifies next level support of escalated technical trouble tickets when resolution cannot be achieved at the service desk level
• Suggest system and process improvements for the service desk
• Serves as team lead as requested
• Supervises lower-level service desk staff

Level Descriptor

Levels are distinguished based on the complexity of assigned duties, the level of expertise required for completion of work assignments, and the responsibility assigned for the supervision of others.

This is the career level where employees are assigned responsibilities at the full performance level for answering and/or responding to all inbound calls, Customer Relationship Management (CRM) portal, and CRM unassigned cases requests from the IT user community for requests or problems. Other responsibilities include resolving requests taking less than 30 minutes to solve, reassigning cases to the appropriate teams outside the service desk when case cannot be resolved, working outage and degradation cases for customers and assisting other teams with these groups, and backing up Tier I teams as needed., The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners’ goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

Knowledge, Skills, and Abilities required at this level include knowledge of troubleshooting steps to resolve customer issues; logical problem solving; and the Oklahoma Management and Enterprise Services terminology and functionality.

Skills required at this level include the skill in having an excellent telephone presence; organization; following-up; and diagnostics and analytics for general IS questions.

Abilities required at this level include the ability to be proactive; provide training to newer technicians; multitask in a fast-paced environment; and maintain a positive attitude, Education and Experience requirements at this level consist of two (2) years of help desk experience or (2) years in a technical support role or 48 semester hours towards an information technology degree at an accredited college, university, or technical school.

Pulled from the full job description

• Paid holidays, As an Service Desk Technician with OMES you will enjoy:
• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.