Service Delivery Support Technician

State of Oklahoma•Oklahoma City, OK

20h•Onsite

About The Position

The Administrative Office of the Courts (AOC) is seeking a self-motivated person to join the organization as a Service Delivery Support Technician. The Service Delivery Support Technician should possess the skills necessary to provide excellent customer service while fielding phone calls and requests for technical assistance by performing question/problem diagnosis and guiding users through systematic solutions in a service desk environment.

Requirements

Excellent communication skills with all levels of the organization and the ability to communicate technical solutions.
Must possess complex hardware and software troubleshooting expertise.
Demonstrated ability to work independently and/or collaboratively in a team environment.
Must possess exceptional organizational, customer service, and writing skills.
In depth knowledge of server and PC hardware.
Knowledge of current Windows server, client operating systems, and Windows Active Directory.
Knowledge of Windows-based infrastructure technologies, including file and print services, new technology file system (NTFS) share and folder permissions, and domain name server (DNS) as it relates to field infrastructure.
Knowledge of wireless, WAN/LAN technologies, printers, and cabling standards.
Two (2) years of information and technology employment experience providing successful systems support, required.
This position requires U.S. work authorization that does not rely on employer sponsorship.

Nice To Haves

A four-year college degree: or the successful completion of a technical course curriculum from an accredited information and technology institution, preferred.
A Microsoft Certified Professional (MCP) or equivalent certification, preferred.
Security awareness training a plus.
Service Desk knowledge a plus.

Responsibilities

Handle customer requests for assistance in person, by email/chat, or over the phone.
Monitor and respond quickly and effectively to requests received through the IT Helpdesk.
Provide complex hardware and software troubleshooting expertise for local and remote users.
Escalate reported issues to the Situation Manager based on severity level.
Document internal IT Helpdesk procedures and perform periodical reviews for process improvements.
Monitor IT Helpdesk ITSM system for tickets assigned to the queue and process first-in first-out based on priority.
Create and maintain accurate documentation in the Knowledge Base System.
Assist in creating materials for end user frequently asked questions (FAQ’s).
Participate in incident response calls and provide status communications.
Create notifications to all users for system outages, security alerts, and implementations of new functionality.
Maintain inventory of all equipment, software, and software licenses in change management tool.
Utilize and maintain the IT Helpdesk ITSM software for tickets, incidents, and problem tracking.).
Participate in Severity calls when appropriate.
Provide user communications using templates when requested.
Assist with onboarding/off boarding users and resetting passwords.
Perform other related duties as assigned.