Service Desk Support Specialist -II

Position: Service Desk Support Specialist I-II

Department:
Office of the Chief Information Officer

SUMMARY

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

1)

Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
2) Answer incoming requests and resolve incidents emphasizing first‑call resolution. Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability. Communicate with customers throughout the lifecycle of requests/ incidents.
3) Use our incident management system to track the progress of the request. Use and grow our documentation knowledge base to improve the consistency & effectiveness of service delivery across the team.
4) 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.
5) Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned. Examples include annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security & compliance, and process improvement.
STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervisor: OCIO IT Operations Manager

Supervises: NA

Regular Contacts

OCIO Service Desk and various employees in the organization

JOB REQUIREMENTS Education/Experience

• 1‑3 years experience providing technical support to customers.
• Works under supervision as member of the Service Desk team
• Updates support documentation used by the entire team. Authors new documents as assigned under supervision.
• Able to communicate OCIO policies and apply to simple situations. Knows how to request approval for exceptions.
• Able to build customer satisfaction & trust under routine circumstances.
• 4‑6 years experience providing technical support to customers.
• Trains & mentors junior staff, 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. Identify risks and bring to the project team for evaluation & mitigation.
• Able to communicate OCIO policies and apply to complex situations.
• Able to build customer satisfaction and trust under difficult circumstances. Resolve simple conflicts.
• Able to respond to emergency situations using proper procedures; including after business hours.
• Know when to escrow issues & request external help (i.e. vendors, technical specialists) to resolve an issue versus spending more time & resources internally.

Knowledge/Skills

• Strong verbal communications Track record of success operating collaboratively in teams and managing vendor relationships. Comfortable providing performance feedback to vendors (meeting SLA’s), coaching, and conflict resolution.
• Strong written communication History of authoring effective documentation as well as updating/maintaining it consistently.
• Strong analytical and problem‑solving Able to resolve technical issues both directly (hand‑on) and indirectly (teamwork, influence) through service partners and product vendors.
• Strong curiosity and love for learning. Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self‑study and TFCCS-funded training/conferences.
• Access to confidential information requires an impeccable background of professional judgment & ethical behavior.
• Software proficiency including Windows & Mac OS, MS Office, VoIP phones, and Google Mail/Apps. Knowledge of scripting and automation tools a plus!
• Working knowledge of enterprise network systems, including remote access systems such as VPN.
• After‑hours…