IT Service Desk Technician (iss1)

IT Service Desk Technician

This position serves as an IT Service Desk Technician performing basic incident/request management of technology services and equipment in accordance with established operational standards and guidelines. In this role you will take initial customer request via telephone, email, or other electronic means and perform troubleshooting of incidents of a basic level of difficulty to identify cause and implements appropriate corrections to resolve issues. In addition, you will maintain documentation on incidents using appropriate reporting tools according to the established procedures and standards and assist in the development of methods and procedures and training programs to improve skill levels associated with the ITSD products, services, and processes.

Essential Functions:

• Under immediate supervision, serves as an IT Service Desk Technician for the Department of Innovation & Technology (DoIT), assisting in performing basic incident and request management of technology services and equipment in accordance with established operational standards and guidelines for the IT Service Desk Center (ITSD).
• Performs troubleshooting of incidents of a limited basic level of difficulty to identify cause and implements appropriate corrections to resolve issues with anti-virus software and desktop operating systems.
• Maintains documentation on incidents using appropriate reporting tools according to the established procedures and standards utilizing Microsoft Office Suite and IT service management ticketing system software.
• 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.