Service/Incidents requests within the agency's Service Level Agreements
Adhere to all Enterprise-wide security policies related to security and integrity of Districtowned Resources
Provide assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems (both Windows and Apple), off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools
Log and route service requests and incidents in an incident management system.
Provide a high level of customer service to end users on a daily basis
Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
Troubleshoot issues related to agency specific applications and web applications vii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
Collaborate with the IT leadership team to test and implement cost effective technology for District
Maintain service level agreements related to Desk Side support Service/Incident requests
Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.
Responsibilities:
Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
Supervises operation of help desk and serves as focal point for customer concerns.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Minimum Education/Certification Requirements:
Bachelor's degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.
Skills: SkillsRequired / DesiredAmountof Experience6-10 yrs installing and configuring system hardware/software in an enterprise environmentRequired6Years6-10 yrs installing operating system Required (OS) patches and upgradesRequired6YearsExpertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)Required3YearsBachelor's degree in IT or related field or equivalent experienceRequired10YearsExperience using an endpoint management tool to provide remote supportRequired3YearsStrong Customer Service SkillsRequired3YearsExperience providing administrative support in an IT environmentRequired6YearsProficient time management skills Required and detail oriented organizational skillsRequired6YearsMicrosoft Certifications: MCPDesiredExperience managing service requests for IT support in ServiiceNow or a similar ITSM platformRequired3YearsExpertise in troubleshooting hardware related issuesRequired6YearsExpertise in troubleshooting complex software related issuesRequired3YearsCan demonstrate experience making nontechnical users comfortable with complex technology conceptsRequired3YearsKnowledge of Microsoft Office Suite (Office 2010+ and Office 365)Required2Years