Service Desk Technician

We are seeking two Service Desk Resources to support the City of Plano’s upcoming desktop refresh project. The ideal candidates will be responsible for providing technical assistance and support to end-users. This is an entry-level to intermediate-level position for a six-month contract. Key Responsibilities Provide initial troubleshooting and technical support for incoming queries and issues related to computer systems, software, and hardware. Assign and manage support tickets to the appropriate departments. Resolve level one and some level two support tickets. Perform basic troubleshooting, such as password resets and guiding users through common solutions. Work with Windows operating systems. Customer Support: Provide initial troubleshooting and resolution for common issues reported by end-users. Incident Management: Log and track incidents in the Service Desk ticketing system. Problem Management: May identify recurring issues and work with higher-level technicians to implement solutions. Knowledge Base Management: Contribute to and maintain a comprehensive knowledge base. Remote Support: Provide remote assistance to end-users using appropriate tools. Customer Communication: Effectively communicate with end-users, providing updates on incident status and resolutions. Equipment Inventory: Maintain accurate records of equipment and inventory

Troubleshooting, Ticket Resolution, ServiceNow, Communication

Top Skills Details

Troubleshooting,Ticket Resolution,ServiceNow,Communication

Additional Skills & Qualifications

Qualifications Experience: At least one year of experience in a service desk or technical support role is preferred. Technical Skills: o Proficiency with Windows operating systems. o Experience with ticketing systems. Preferably ServiceNow o Basic troubleshooting skills. Communication: Strong verbal and written communication skills are essential. Nice to Have Experience working in a government agency is a plus but not required., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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