Service Desk Specialist

State of Oklahoma-posted 3 days ago
Full-time • Entry Level
101-250 employees
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As a Service Desk Specialist 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. Job Details Full-time 40 hour work weeks Support the Information Services Division. Salary is up to $55,000.00 based on education and experience

  • 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.
  • Identify network, hardware, and software problems utilizing diagnostic and troubleshooting skills.
  • Use remote control tools to assist end users when needed.
  • Install, configure, and troubleshoot peripheral devices, such as printers.
  • Install, configure, and troubleshoot iOS and Android mobile devices.
  • Ensure that all reported issues are entered into the ticketing system and have full and proper documentation and are closed 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.
  • Three (3) years of help desk experience, including two (2) years of specialized IT-related experience; OR
  • Three (3) years in a technical support role; OR
  • 72 semester hours towards an information technology degree at an accredited college or university, or technical school.
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