Job Description
Analyst for the DMV IT Help Desk are responsible for creating, updating, and resolving level I incidents, as well as service requests, all of which are created by DMV employees, VITA, and various vendors and service providers that are crucial to DMV's Service Delivery. Analyst for the DMV IT Help Desk are further responsible for triaging and escalating high priority incidents to the applicable support team. DMV IT Help Desk analyst responsibilities will include, but are not limited to:
- Logging into the call center telephone queue on a rotating basis, Monday-Saturday
- Using ManageEngine Service Desk Plus for incident and service request management
- Active Directory Account Management, including password changes, account unlocks, group membership
- Customer Queuing System, including account management and general troubleshooting
- RSA Token Management, including account management and general troubleshooting
- Customer Service Center, including DMV specific software, OS, and hardware general troubleshooting
- Customer Call Center, including DMV specific software, OS and hardware general troubleshooting
- Headquarters Support, including DMV specific software, OS, and hardware general troubleshooting
- Reviewing NetQoS live dashboards and reporting possible network degradations
- Triaging high priority incidents in preparation for escalation
- Escalating high priority incidents to the correct support groups
- Creating applicable support documentation for publishing to the knowledge base
Required Skills & Experience
- High School degree or equivalent
- Demonstrate ability to communicate effectively orally and in writing
- Must be able to function independently and with little supervisory attention
- Demonstrate ability to apply logical skills while troubleshooting
- Working knowledge of Microsoft Office Suite
- Working knowledge of research and evaluation techniques
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.