Job Description

Position Summary:

We are seeking a dedicated and professional Helpdesk Support Technician for a full-time, twelve-month position. This role is pivotal as the first point of contact for customers experiencing technical issues with their computers.

Under general supervision, the Helpdesk Support Technician will collaborate with a team of IT professionals to diagnose and resolve a variety of technical problems. This position requires a commitment to providing timely and effective support to users, ensuring a high level of customer satisfaction.

The technician will work alongside part-time computer support staff and other tiered technicians to deliver comprehensive solutions. The role is governed by applicable state and federal laws, as well as agency policies, and requires adherence to these standards in all aspects of service delivery.

Duties & Responsibilities:

Respond to customer inquiries via phone, email, and in-person regarding technical problems with their computer.

Diagnose and resolve technical problems, including hardware and software issues.

Install, configure, and upgrade computer hardware and software systems.

Provide technical support and training to customers on the use of computer software and hardware.

Document all technical support issues and solutions in a ticketing system for tracking purposes.

Stay up-to-date with the latest industry developments and technologies.

Performs other duties as assigned.

Knowledge/Skills/Abilities:

We are looking for an individual who is not only technically proficient but also possesses strong communication and interpersonal skills, ensuring a professional and supportive experience for all customers.

General Days/Hours:

Monday - Friday
8:00 a.m. - 5:00 p.m.
Additional hours as requested and/or needed
Regular and reliable attendance

Other:

Please note: all position postings close at 12:00 A.M. CST on the position closing date

Minimum Qualifications:

Must possess the formal education equivalent of an Associate’s degree in computer science, business systems, mathematics, or a related field, OR completion of technical training in computer science, information technology, or a related field acquired from a vocational, military, or industrial setting; plus, one year of experience in computer support operations. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management.

OTHER JOB-RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.