ServiceDesk

On Site

Candidate Must Be Local

Assists End Users In Resolving Hardware And Software Issues By Fielding Telephone Calls And Email Communication, Diagnosing Problems, And Performing Troubleshooting Activities. Documents, Tracks, And Monitors The Problem To Facilitate a Timely Resolution. Relies On Established Guidelines And Instructions To Perform Daily Job Functions. Works Under Immediate Supervision. Customer Assistance - Communications (20%) - Level 2, Software (15%) - Level 2, And Hardware (15%) - Level 2

Provides technical support by telephone, remote technology, and on-site to computer users statewide. Requests are generally logged into the computerized tracking system before escalation. Records solutions in the solutions database or other forms of documentation. Communicates to the affected parties the status of requests

Investigate and diagnose computer-related problems reported by division staff across the state. Assist users with unusual and more complex issues that may be referred from lower-level IS staff. Troubleshoot and resolve hardware issues. Resolving issues may involve physically repairing hardware or remotely controlling computers and contacting software or hardware vendors

Analyzes system performance, error codes, and diagnostic messages and resolves problems or conflicts. Installations generally have established procedures. Testing and troubleshooting are at an intermediate level. Deals with version compatibility issues, modify configurations, tests, troubleshoots, and performs significant hardware upgrades. Physically replaces cards and other hardware. Examples include bios or ROM upgrades, or flashing. Writes installation documentation and maintains knowledge library

Performance analysis is conducted regularly on PCs to determine system performance levels. If performance deteriorates, measures are instituted to return system performance to acceptable levels. Measures may include running Defrag or Scan disk against the hard drives or providing instructions to the user

Configures client software, i.e. ODBC drivers, Outlook and Exchange email access, protocols, adapters, and TN3270 host emulation

Creates, maintains and administers user logins to all OYA systems. Manage active directory/domain user accounts, email accounts, and security permissions for OYA users

Assists in educating users on the desktop system's best practices, application, and operating system functions

Communicate major data system changes after determining programmatic impacts and establishing plans to coordinate any needed training or informational material