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Service Desk Technician

Recruitment #191001-UNCB-115

Introduction

A resume and cover letter must be submitted along with your application.

The Office of Management and Enterprise Services (OMES) is a trusted, credible partner that empowers employees to provide valued business expertise allowing customers to focus on their missions across state government. OMES provides financial, property, purchasing, human resources and information technology services to all state agencies, and assists the Governor’s Office on budgetary policy matters.

Our mission is supporting our partners through unified business services.  The OMES mission requires a highly-qualified workforce committed to making government run in the most efficient, innovative manner possible. Achieving that mission takes team-oriented, solutions-driven professionals who understand the importance of partnering to achieve success.

OMES is seeking a full time Service Desk Technician proving support to our Oklahoma City Location. This is an unclassified position in state government.  OMES offers a comprehensive Benefits Package, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.  For more information about the benefit allowance [click here].The annual salary for this position is up to $43,250 based on education and experience.

Position Summary
This position is responsible for answering and/or responding to all inbound calls, CRM portal, and CRM unassigned cases requests from the 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.

Position Responsibilities
• Answer and/or respond to inbound calls or email requests
• Open and record all support calls from the user community into the service desk tracking software
• Work to resolve all technical trouble tickets at the service desk before referring to technical support
• Assign and notify next level support of technical trouble tickets that cannot be resolved at the service desk level
• Other duties as assigned

Physical Demands and Work Environment
This position works at a computer and telephone for a large percentage of the work day. This position requires long periods, up to eight hours per day, of sitting and working at a desk. This position may be subject to telework after the first six months of employment. This position may be required to work nights and/or weekends as part of on-call assignments.

Education and Experience
Requirements include two years of customer service experience, or 48 semester hours at an accredited college, university or technical school.

Preferred skills and Experience
• MIS (Management Information System) or computer science degree
• IT (Information Technology) experience

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

NOTES

Please read instructions carefully and include all required documents when you submit your application.

No additional information will be accepted after the application has been submitted.

Conclusion

Veteran’s preference points apply only for initial appointment in the classified service.



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