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Service Desk Analyst

3 months ago

Nashville, United States Tennessee Comptroller of the Treasury Full time
Job DescriptionJob Description​
​​
Service Desk Analyst

About our Office

The Office of the Tennessee Comptroller of the Treasury is responsible for the audit of state and local governmental entities and participates in the general financial and administrative management and oversight of state government. The Office is led by Comptroller Jason E. Mumpower, a constitutional officer who is elected by the Tennessee General Assembly.
In the Comptroller’s Office, we strive to deliver on our mission to make government work better. We believe our success as an office depends on finding opportunities for employees to accomplish our office’s goals and answer challenges to make things better.
We want every member of our team to be excited to come to work every day and be challenged. Through dedicated hard work and commitment, every Comptroller’s Office employee accepts personal responsibility to accomplish our mission and uphold it.
Position
The Comptroller’s Division of Technology Solutions (TS) provides technology services and support to the Office’s Divisions and Boards.  We are looking for a Service Desk Support Specialist who will be responsible for technical assistance on the delivery, setup, configuration, troubleshooting and maintenance of computer systems, hardware, and software.  The Service Desk Support Specialist is also responsible for providing effective Tier 1 support and resolution by responding to customer issues on the phone, email, in-person, or through remote access in a timely and accurate fashion and providing end-user assistance where required. 
This position will be expected to:
  • Provide an excellent customer experience when guiding customers through the problem-solving process, follow-up with them, provide feedback, and see problems through to resolution  
  • Present exceptional soft skills when working with customers
  • Understand network troubleshooting
  • Possess basic knowledge in Active Directory
  • Perform junior level O365 Admin changes
  • Support A/V in conference rooms and virtual meetings
  • Reimage and configure computers
  • Troubleshoot printer issues
  • Resolve issues with shared files and cloud storage
  • Utilize remote desktop support tools
  • Properly escalate unresolved issues to the next level of support
  • Track, route, and redirect customer issues to correct resources  
  • Ensure proper documentation and closure of issues
  • Recommended procedure modifications or improvements
Troubleshoot the following Microsoft products:
  • Microsoft Windows 10  
  • Microsoft Office Suite 2016  
  • Microsoft Office 365  

Qualifications

To perform this job successfully, an individual must be able to perform the above essential duty satisfactorily.  An associate degree and/or 1 year of experience in an IT service desk role is required.  A candidate must have strong problem-solving skills, excellent communication, and interpersonal skills while having familiarity with the following systems and products:
  • Microsoft Teams
  • Adobe product line (including Reader and Acrobat)  
  • Apple iOS devices (iPhone and iPad)  
The education and experience requirement are representative of the competency, knowledge, skill, and /or ability required with or without reasonable accommodation. 

Compensation  

The position is contracted through a third-party vendor that will provide all compensation information.

Equal Opportunity Employer

Pursuant to the Comptroller of the Treasury’s Workplace Discrimination and Harassment policy, the Office is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace.  It is the Comptroller’s policy to provide an environment free of discrimination and harassment of an individual because of that person’s race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran’s status, or any other category protected by state and/or federal civil rights laws.
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