Application Service Desk Technician I - Day AND Night Shift

Application Service Desk Technician

Under immediate supervision, serves as a Application Service Desk Technician for the Department of Innovation & Technology (DoIT), supporting the Department of Children and Family Services (DCFS), assisting in performing professional application service work and basic technical computer application assistance for end users in accordance with defined policies and procedures.

Responds to calls for assistance with diagnosing and resolving problematic issues in a prompt and professional manner and refers the more difficult or advanced problems to higher level Information Technology staff.

Utilizes appropriate support ticketing solution for a given issue type to record, track, and update the status of all problems, requests, and resolutions and utilizes and maintains the systems that track inventory, customer records, and technical information in compliance with all processes and procedures.

Assists in the installation and support of microcomputer hardware, workstations, and software at various locations, as assigned and configures operating system and application software to function properly within a test environment.

Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.

Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

Minimum Qualifications:

Requires knowledge, skill and mental development equivalent to completion of two (2) years of college with course work in computer science, application services, or directly related fields.

OR

Requires satisfactory completion of an agency sponsored training program.

*Qualifying state employees in the Upward Mobility Program shall have the stated requirements of this classification waived by successful completion of specific proficiency tests and training programs.