Job Description
Job DescriptionShort Description:
A014 Service Desk Technician - Senior
Hybrid position - will require on-site reporting to OCIO office
Complete Description:
The Service Desk Technician - Senior provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the OCFO and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.
Duties & Responsibilities:
a. Respond to service requests and service incidents reported by OCFO staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
b. Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
c. Ability to provide tier 1 and tier 2 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
d. Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
e. Interact with network team and application development teams to restore services and/or identify and correct issues.
f. Simulate or re-create user problems to resolve incidents.
g. Recommend system modifications to reduce user problems and service incidents.
Required Experience: At least five (5) years of experience in the following:
a. Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
b. Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
c. Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;
d. Workflow management applications such as Zendesk, ServiceNow, Ivanti, or BMC Helix.
e. ITIL v4 Foundation
f. CompTIA A+ certification
Preferred Experience: At least five (5) years of experience in the following:
a. Endpoint protection and management tools such as Cisco AMP, Absolute, or HP Sure Click;
b. IT asset management and tracking tools such as Domnitz, ServiceNow, Ivanti, or BMC Helix.
Candidate Skills Matrix:
Following sections are to be filled by the candidate:
Skills | Required/Desired | No. of Years | How many years of experience candidate has?
Experience providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management | Required | 5 |
Experience providing help desk support for iOS devices, iOS-based applications, and iCloud account management | Required | 5 |
Experience configuring, imaging, and deploying Windows based laptops, printers, and desktop assets; | Required | 5 |
Experience with workflow management applications such as Zen Desk, ServiceNow, Ivanti, or BMC Helix. | Required | 5 |
ITIL v4 Foundation | Required | |
CompTIA A+ | Required | |
Experience with endpoint protection and management tools such as Cisco AMP, Absolute, or HP Sure Click | Desired | |
Experience with IT asset management and tracking tools such as Domnitz, ServiceNow, Ivanti, or BMC Helix. | Desired | |
Background check:
- Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.