Service Desk Technician

Recruitment #211011-UNCB-214

Introduction

The Office of Management and Enterprise Services (OMES) is dedicated to providing 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. Achieving this mission takes a collaborative, agile, respectful team with humble leaders who make a difference and get things done.

For more information about OMES, please visit our website.

OMES is seeking a full time Service Desk Technician for the Information Services Division. This is an unclassified position in state government, located in Oklahoma City. 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 $43,250.00 based on education and experience. 

As a Service Desk Technician you will engage directly with personal from a variety of state agencies as well as from citizens of the state of Oklahoma. Your primary responsibilities will entail providing customer support activities by phone, chat, processing customer email correspondence, and/or service requests. The Service Desk provides support on a 24/7/365 basis. Candidates must be able to work the shift needed at the time of the completion of training activities.

Position Responsibilities
• Always conduct yourself in a professional manner.
• Actively participate in customer support activities to include fielding incoming calls. Fielding incoming chat requests,  process customer email correspondence, & Service Requests.
• Analyze and troubleshoot complex customer reported IT issues.
• Document all customer interaction using the agency incident management system per internal processes and policies using knowledge base content.
• Provide technical customer support services resolving customer issues where possible.
• Actively contribute to the success of the team through collaborative efforts
• Assist in the training efforts of other members of the team.
• Must be able to adapt to change and work in a fast-paced environment.

Physical Demands and Work Environment
• This position works in a comfortable office setting with 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. The noise level in the work environment is usually mild.  Occasional travel may be required. This position may be required to work nights and/or weekends as part of on-call assignments (not applicable to SD analysts).

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

MINIMUM QUALIFICATIONS

• An associate degree in an IT related discipline and at least 1-year experience in a technical support role within an enterprise Service Desk environment OR least 2 years in of technical customer support role within one or more enterprise Service Desk environments.
• CompTIA A+, CompTIA Network+ certification or an equivalent educational coursework from an accredited institution.
• Experience using corporate incident management software solution (BMC Remedy, Service Now etc.)
• Experience supporting Apple business products is a bonus.

Preference will be given to candidates who possess
• Demonstrate the ability to analyze and troubleshoot complex problems within Information Systems.
• Must be familiar with Microsoft Active Directory
• Must be proficient with troubleshooting Windows based Operating Systems with a focus on Windows 10 in corporate network environments.
• Must be proficient with troubleshooting network related problems within a managed network environment.
• Perform routine tasks and functions associated with customer support activities in a fast-paced environment
• Be able to communicate with customers in both an oral and written manner
• Must be able to accurately recall policies and procedures.
• Must be able to multi-task.
• Perform repetitive customer support activities for long periods of time. Activities include fielding incoming calls, fielding incoming chat requests, and processing customer email / submitted service requests.
• Other duties as assigned by a member of the management team.

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.