Service Desk Technician

Service Desk Technician

Agency: 090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV

Supervisory Organization: IS-CS

Job Posting End Date: Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Full/Part-Time: Full time

Job Type: Regular

Compensation: Salary is up to $43,250.00

Job Description

As a Service Desk Technician with OMES you will enjoy:

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefits allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Responsibilities

• Respond to requests for assistance via inbound calls, self-service, chat or email.
• Work to resolve tickets at the Service Desk level before referring to the next level support.
• Assign and notify next level support of technical trouble tickets that cannot be resolved at the service desk agent level.
• Identify and escalate situations requiring urgent attention.
• Research questions using available information resources.
• Ensure that all reported issues are entered into the ticketing system and have full and proper documentation and are close to successful resolution.
• Adhere to established service level agreements (SLA) with high level of emphasis on customer satisfaction and communication.
• Follow up with customers to ensure complete resolution of issues.
• Work to increase percentage of cases resolved by the Service Desk annually.
• Train customers and/or advise on appropriate action, as necessary.
• Create knowledge articles for items not found in IS knowledgebase.
• Stay current with system information, changes, and updates.

Physical Demands and Work Environment

• This position works in a comfortable office setting with a computer for a large percentage of the work day. The noise level in the work environment is usually mild. This position requires long periods, up to 8 hours a day, of sitting and working at a desk and on a telephone. Occasional travel may be required. When requested will work nights and/or weekends to meet the needs of the operation.

Minimum Qualifications

• Two (2) years of help desk experience or two (2) years in a technical support role; OR
• 48 semester hours towards an information technology degree at an accredited college, university, or technical school.

The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners' goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.