Help Desk/ User Support Technician/IT Support/Desktop Support

The position will provide first level technical PC hardware, software, network, telephone (to include VOIP telephony) support, account administration, problem analysis and resolution for a statewide Windows network, and I s responsible for identifying , describing and escalating complex or difficult technical problems to Tier 2 Support Groups, Job duties include sending E-mail notification, account administration and work with Tier 2 support groups to resolve non-routine problems aria-hidden="true" aria-hidden="true" • Troubleshoot and resolve user incidents and/or problems of moderate to high complexity related to hardware, software, application, network, voice, fax, infrastructure, passwords. aria-hidden="true" • Troubleshoot and resolve user problems related to mainframe, internet applications, telephony, and e- mail by working with in house 2nd level technical and application staff and coordination with service providers. aria-hidden="true" • Ensure problems are escalated, routed to Tier II support and resolved according to established standards. aria-hidden="true" • Provide complete, accurate, and productive solutions to customer technical problems based upon detailed research and make recommendations to the Manager. aria-hidden="true" • Process service requests for onboarding, offboarding, account administration, and other administrative activity. aria-hidden="true" • Complete administrative functions related to Help Desk service environment aria-hidden="true" • Open, assign, monitor, research and resolve Service Now incidents aria-hidden="true" • Assist agency personnel with problems related to service outages and slow system response