A local state agency is looking for an IT Help Desk candidate who is responsible for creating, updating, and resolving level I incidents and service requests, all of which are created by employees, various vendors, and service providers crucial to the agency's Service Delivery. Analysts for the IT Help Desk are further responsible for triaging and escalating high-priority incidents to the applicable support team. Based on the years of experience, the rate for this role is $16-$18 an hour.
Day to Day:
Logging into the call center telephone queue on a rotating basis
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
Customer Service Center, Customer Call Center, Headquarter Support including agency specific software, OS, and hardware general troubleshooting
Reviewing Splunk 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
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General understanding of Microsoft Office and G-Suit application
General understanding of IP and DNS related incidents
Understanding of remote desk top tools (remote desktop for "Log me in rescue" and remote desktop for windows)
Demonstrate ability to apply logical skills while troubleshooting
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.