Job Opportunities in United States
November 5, 2024
The State of Oklahoma
FULL TIME
Service Desk Specialist
Job Posting Title
Service Desk Specialist
Agency
090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV
Supervisory Organization
IS-CS
Job Posting End Date (Continuous if Blank)
November 19, 2024
Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.
Estimated Appointment End Date (Continuous if Blank)
Full/Part-Time
Full time
Job Type
Regular
Compensation
Salary is based on education and experience.
Job Description
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 Packagewith a generousbenefits allowanceto offset the cost of insurance premiums for employees and their eligible dependents.
The individual in this position will provide superior customer service to the user community and internal support staff. This person must respond to inbound calls within 30 seconds; log tickets and either solve the case or contact the appropriate support group for resolution. Exceptional customer service, interpersonal and organizational skills are essential. An understanding of technical principles, theories, concepts and technologies is required.
Job Details
- Full-time 40-hour work weeks.
- Supports the Service Desk
- Salary is based on education and experience.
- Position is a teleworking position with onsite work being expected as need.
- Must pass background check
Responsibilities
- Respond to requests for assistance via inbound calls, 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 problem 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 i OS 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.
Physical Demands and Work Environment
- This position works in a comfortable office setting with a computer for a large percentage of the workday. Telework is often available.
- 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.
Minimum Qualifications
- Three (3) years of customer service experience, including two (2) years of specialized IT-related experience, or 72 semester hours at an accredited college, university, or technical school.
Special Requirements
- When requested will work nights and/or weekends to meet the needs of the operation.
About
OMES
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
.
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