Service Desk Support Specialist

Service Desk Support Specialist II

Department:
Office of the Chief Information Officer

Join the OCIO Service Team to resolve customer requests and incidents with the highest standards of technical quality and customer service (75%). Serve on projects to meet emerging technology needs and proactively improve OCIO’s service level performance (25%). The role combines extensive communication and team interaction skills (both on-site and with offsite vendors) as well as hands‑on technical ability.

• Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
• Answer incoming requests and resolve incidents emphasizing first‑call resolution; escalation to appropriate tier when necessary while maintaining SLA accountability. Communicate with customers throughout the lifecycle of requests/incidents.
• Use our incident management system to track progress of requests and expand our documentation knowledge base to improve consistency and effectiveness of service delivery across the team.
• Provision, maintain, and remove security privileges across all OCIO‑managed systems; manage user accounts, reset passwords, and maintain permissions; help produce compliance documentation and reports as required.
• Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned, including annual desktop/laptop refreshes, enterprise software evaluation and configuration, mass software upgrades, security & compliance, and process improvement.

Supervisor: OCIO IT Operations Manager

Regular contacts: OCIO Service Desk and various employees in organization

• 1‑3 years experience providing technical support to customers.
• Works under supervision as a member of the Service Desk team.
• Updates support documentation used by the team; authors new documents under supervision.
• Communicates OCIO policies and applies them to simple situations; knows how to request approval for exceptions.
• Builds customer satisfaction & trust under routine circumstances.

• 4‑6 years experience providing technical support to customers.
• Trains and mentors junior staff and interns on the Service Desk team.
• Provides QA on support documentation written by others; proactively writes new documentation as needs arise.
• Serves as technical support lead on complex projects; identifies risks and brings them to the project team for evaluation and mitigation.
• Communicates OCIO policies and applies them to complex situations.
• Builds customer satisfaction and trust under difficult circumstances; resolves simple conflicts.
• Responds to emergency situations using proper procedures, including after business hours.
• Knows when to elevate issues & request external help (vendors, technical specialists) to resolve an issue versus spending more time & resources internally.

• 7+ years experience providing technical support to customers.
• Writes OCIO policies and approves exceptions independently.
• Provides process leadership in ambiguous circumstances, creating a path forward to customer satisfaction when requests get “stuck”.
• Exhibits excellent stakeholder negotiation skills; proficient in de‑escalation & conflict resolution.
• Plans and leads internal OCIO Operations projects without a dedicated Project Manager; communicates effectively across all stakeholder groups; identifies and mitigates risk proactively.

• Strong verbal and written communication; history of authoring and maintaining effective documentation.
• Strong analytical and problem‑solving; resolves technical issues both directly (hands‑on) and indirectly (teamwork, influence) through service partners and product vendors.
• Strong curiosity and love for learning; maintains technical proficiency, industry best practices, and certification through personal study and TFCCS‑funded training/conferences.
• Access to confidential information requires impeccable background of professional judgment & ethical behavior.
• Software proficiency:
  Windows & Mac OS, MS Office, VoIP phones,…