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Help Desk Technician

Recruitment #130628-UNCB-91

Introduction

 A resume and cover letter must be submitted along with your application.

The Office of Management and Enterprise Services (OMES) is a government agency providing services to other Oklahoma government agencies. We work toward the goals of capitalizing on available resources, continuing to seek cost saving opportunities and elevating our level of service. Our mission is to be a “FAST” agency: Flatter, Agile, Streamlined, and Technology-enabled.

The Information Services Division (ISD) is seeking a full-time Help Desk Technician for our Oklahoma City location, providing IT services to the Oklahoma Tax Commission. This is an unclassified position within Oklahoma state government.  Click to view our comprehensive Benefits Packet.

This IT helpdesk position is responsible for providing outstanding customer service and Tier I and Tier II customer support to IT customers.  This position is responsible for logging and tracking customer calls and maintaining history records and related problem documentation. Position is responsible for assisting customers with problems that occur with hardware, software printers and network issues. This position must be able to troubleshoot and provide problem resolution to technical issues regarding desktop operating systems, Windows XP, Microsoft Office 2003, Active Directory and Exchange email.     

Daily Activities: 
•Log and track customer calls using problem management system and maintain history records and related problem documentation.
•Provide top quality customer service by assisting customers with problems that occur with hardware, software, printers and network issues.
•Must be able to troubleshoot and provide problem resolution to technical issues regarding desktop operating systems, Windows XP, Windows 7, Microsoft Office 2003 & 2010, Active Directory, and Exchange email.
•Monitor Help Desk Email box, log issues and forward to appropriate areas.
•Reset passwords for Mainframe, Oracle and Network
•Resolve account lockout issues
•Assist customers with Laptop and Tablet connectivity and encryption issues
•Research problems to provide solutions to a variety of technical issues from operating systems, software, printers and email.
•Install and configure peripherals, software and operating systems.
•Monitor outstanding issues to ensure Service Level Agreements are met.
•Act as a liaison between end-users, technical support staff and management.
•Manage Help Desk email and phone activity, providing strong customer service and effective dissemination of problem resolution or problem escalation.
•Provide status updates to functional areas with open trouble tickets.

Supervisory Responsibilities: This position does not require supervisory responsibilities.

Minimum Qualifications: Associate’s degree in Computer Sciences, Business, Engineering or related discipline. Two years of professional level experience as a customer service or help desk technician, or an equivalent combination of education and experience.

PREFERRED EDUCATION AND/OR EXPERIENCE:
•A+ Certification and/or MCP Certification is a plus
•2 years experience in Help Desk or technical support
•Thorough knowledge of Windows XP and Microsoft Office 2010 applications. Currently migrating to Windows 7 & Microsoft Office 2010
•Microsoft certifications desirable
•1+ years of Active Directory experience
•Experience with MS Exchange 2003/2010 administration desired
•Detail oriented, flexible and enjoy working in a fast-paced collaborative environment
•Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels
•Excellent verbal and written communication skills

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Conclusion

Veteran’s preference points apply only for initial appointment in the classified service.



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