Help Desk Technician

Performs Service Desk duties including staffing the Service Desk phone and mailbox as well as create, log and resolve trouble tickets

Provides technical assistance to computer system users on a variety of issues

Responds to telephone calls, email and personal requests for technical support, using the ticketing system to document, track and monitor such requests.

Develops and maintains a solutions database for Service Desk tickets.

Performs administrative tasks for Service Desk/ticket tracking tools.

Delivers routine security and access functions, such as logins and password resets to improve continuity of agency business functions

Basic to intermediate understanding of Windows 10 and 11 devices.

Problem-solving and analytical skills to diagnose and resolve technical issues effectively.

Basic understanding of ticketing systems and knowledge base tools.

Attends all meetings, meets delivery deadlines and is available during office hours.

Logs in and remains on agency Jabber during work hours.

Attends remote meetings with camera on unless prior arranged for camera off.

Coordinates leave and vacation with lead.

Must dress appropriately for a business/business casual environment.

Communicates respectfully and works harmoniously with all co-workers, customers and vendors.

Provides exceptional customer service.

Is flexible; able to work under pressure and; able to adapt to change; and able to work on multiple problems and tasks.

Takes initiative to prevent and solve problems.