Information Technologist 1 - Customer Service Center (CSC)

State of Ohio • Columbus, OH

14d

About The Position

When completing your online Ohio Civil Service Application, be sure to clearly describe how you meet the qualifications outlined on this job posting. All answers to the supplemental questions must be supported by the work experience/education provided on your civil service application. If you require a reasonable accommodation for the application process, please email the Human Resources contact on this posting so arrangements can be made About Us: The Ohio Department of Administrative Services (DAS) takes great pride in its work to support the priorities of the DeWine-Tressel administration to ease access for those doing business with the state, secure state data and technology resources, and create efficiencies for our state government partners while keeping costs in check. DAS is the engine of state government, providing innovative solutions and supporting the efficient operation of state agencies, boards, and commissions. DAS program areas serve our Ohio government customers, who in turn directly serve the interests of Ohioans. We help procure goods and services, deliver information technology and mail, recruit and train personnel, promote equal access to the state workforce, lease and manage office space, process payroll, print publications, and perform a variety of other services. The Infrastructure Services Division (ISD) operates the IT infrastructure for the state, which includes hardware, software and telecommunications. The division also develops and manages a variety of enterprise IT services. ISD consists of the following program areas\: Application Infrastructure & Operations Solutions; Customer Service Center; Data Center Co-Location; Disaster Recovery and Business Continuity; Enterprise Cloud Smart Solutions; Enterprise Mainframe Computing and Database Services; Enterprise Servers; Enterprise Storage; and Unified Network Services. The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

Requirements

• 6 mos. combined work experience in any combination of the following\: computers &/or electronics and/or in telecommunications performing routine analysis, programming, installation, maintenance and/or systems support, solving problems with pre-determined methods on basic hardware or software including experience providing customer support.
• -Or 2 courses in computer science or information systems.
• -Or equivalent of minimum class qualifications for employment noted above.
• Information Technology Knowledge: Computer hardware & software, including applications & programming
• Ticketing software (e.g. Service Now)
• Customer Service techniques & standards
• State & agency policies, procedures & applicable laws (e.g. first contact resolution procedure, CSC standard operating procedures)
• Vision, mission & goals of agency
• Automated Call Distribution
• Technical writing & documentation practices (e.g standard operating procedures, training documents, work flow diagrams)
• Reading/verbal comprehension (i.e. comprehend & apply written & verbal instructions)
• Operating PC Hardware & Software (e.g. MS Word, Excel, PPT, Outlook & Teams)
• Critical thinking (i.e. impact analysis, troubleshooting)
• Operation monitoring (i.e. assessing/monitoring process improvement)
• Communication (e.g. Oral, Written, Active Listening)
• Problem sensitivity/problem solving
• Time Management (e.g. organization & prioritization)
• Active learning

Responsibilities

• Provides support & services within the Customer Service Center (CSC) to support OIT services for State Agencies, Boards & Commissions.
• Creates, & analyzes incident & problem tickets to insure proper completion & assignment of incident or service request.
• Follows established policy & procedures for prioritization categorization.
• Follows escalation procedures established by CSC
• Initiates first level resolution within confines of access & security authority, utilizing published processes & procedures
• Follows up to ensure first level resolution within time limits prescribed by service level agreements (SLAs)
• Acts as liaison for services within the CSC
• Assists with onboarding processes for new employees
• Collaborates with other program areas by interfacing & utilizing other IT applications or platforms.
• Participates in &/or provides technical IT assistance related to projects, tasks, & assignments.
• Facilitates group assignments between the CSC & IT Service Owners, as needed.
• Assists with managing CSC Knowledgebase
• Generates enhancements for existing infrastructure, software or database systems in compliance with specifications & standards
• Assists in developing procedures, task plans, trainings & job aids & attends meetings to gather & coordinate activities for requirements gathering.
• Works toward improved customer services through process & performance management
• Assists with CSC initiatives as needed
• Assists with managing risks & changes related to CSC processes, projects & procedures.
• Provides overflow & backup services for OAKS Helpdesk processes & Direct Assistance activities.

Benefits

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation )

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed