Service Desk Specialist
55 minutes ago
Service Desk Analyst responsibilities may include but are not limited to:
- Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email or in person.
- Determine the best solution based on the issue and details provided by customers
- Determine when to escalate issues to level 2/3
- Configure "agency specific" software
- Isolate and diagnose common hardware/software problems
- Maintain records of repairs and fixes for future reference and updates of procedures
- Document changes and improvements
- Ability to work with other IT professionals as needed for product/application support
- Create and maintain KB articles in the Customer service portal
Education and Experience:
Minimum Education and Experience Requirements:
- Associate degree.
- Two years of computer and customer support
- Verbal and written communication skills.
- Previous IT experience in government is preferred.
Equivalencies:
- An equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.
Licenses, Registrations and Certificates:
N/A
Skills Requirements:
Required Skills, Knowledge and Abilities
- Knowledge of the interrelationship of systems and hardware and information technology operations.
- Knowledge of basic network-based communications.
- Skill in installing, repairing, and troubleshooting software and hardware
- Ability to analyze, apply logic and solve technology problems.
- Ability to establish and maintain effective working relationships with vendors, management, technical co-workers, support specialists, and IT users.
- Ability to write detailed technical reports and analyses.
- Ability to troubleshoot common operating systems issues.
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