Senior Help Desk Administrator

State of Indiana•Indianapolis, IN

6d•$61,022•Onsite

About The Position

The Indiana Office of Technology (IOT) provides cost-effective, secure, consistent, reliable enterprise-technology services to its partner agencies to better serve the Hoosier taxpayer. IOT acts as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation. The Helpdesk Administrator Senior provides Tier 2 customer service support, ensuring efficient and timely resolution or routing of issues to the appropriate support team. This role involves troubleshooting incidents and support calls using existing documentation and knowledge bank articles, resolving issues within the confines of current rights, role structure, and skillsets. This position reports to the Help Desk Manager Tier 2 for day-to-day work direction and is an onsite position at the Indiana Government Center in Indianapolis, Indiana.

Requirements

Advanced knowledge of Microsoft Office.
Advanced knowledge of remote desktop protocols, PC hardware, and operating systems.
Advanced problem determination and resolution skills.
Ability to work independently, troubleshoot problems, and adhere to agency policies and procedures.
Good communication skills, both written and verbal, and the ability to maintain these skills in a high-pressure environment.
Proficiency in job duties relative to the IT Help Desk Administrator Senior position.
Ability to perform essential functions with or without reasonable accommodation.

Nice To Haves

An IT related Associate degree or applicable, current IT certifications are preferred.
Candidates with a minimum of five years of relevant IT experience will also be considered.
At least three years IT Infrastructure call center experience preferred.
A degree is not required. However, at least 5 years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Responsibilities

Provide Tier 2 infrastructure support and primary troubleshooting for all interactions received via telephone calls, live chats and customer submitted tickets.
Remotely troubleshoot infrastructure related applications such as Outlook and MS Teams.
Create, modify, and route all incidents and work orders reported by customers.
Reset passwords and unlock accounts for Active Directory, PeopleSoft, Okta, and other applications.
Reset passwords and provide customers with instructions on obtaining authentication codes for mobile devices.
Assist with the configuration of VPN and security authorization requests.
Create Right Fax accounts.
Execute virus and spyware scans as part of problem determination and resolution.
Provide guidance and advanced knowledge of systems as an escalation point for IT Help Desk Administrator Associate and Intermediate positions.
Walk customers through installing applications and computer peripherals.
Conduct advanced remote troubleshooting for encryption issues, registry edits and file corruption within the OS.
Update contact information on network accounts.
Provide application and system support, including installing and upgrading software, and configuring systems and applications primarily using remote access technology.
Provide networking, data, and voice as well as file server troubleshooting skills to help diagnose and repair problems.
Provide hardware and software support to the Customer Service team.
Report customer feedback and potential product requests.
Provide recommendations and/or automation tasks to improve team processes.
Direct unresolved issues to the appropriate resolver group.

Benefits

Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 in election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access