Service Desk Support Specialist -II

Description

Work as a member of the Office of the Chief Information Officer (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%). Role combines extensive communication and team interaction skills with 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. Escalate incidents to the proper resource or tier if needed while maintaining service level agreement (SLA) accountability. Communicate with customers throughout the lifecycle of requests and incidents.
• Use the incident management system to track the progress of requests. Grow the 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, maintain permissions, and produce compliance documentation and reports as required.
• Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned (e.g., desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security and compliance, process improvement).

Level 1:

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

Level 2:

• 4‑6 years of 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 and 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 and resolves simple conflicts.
• Responds to emergency situations using proper procedures, including after business hours.
• Knows when to elevate issues and request external help (vendors, technical specialists).

• Strong verbal communication and teamwork; manages vendor relationships and provides performance feedback to vendors.
• Strong written communication; authors and maintains effective documentation consistently.
• Strong analytical and problem‑solving; resolves technical issues directly or indirectly through service partners and product vendors.
• Curious and eager to learn; maintains technical proficiency and industry best practices through self‑study and training.
• Background checks require impeccable judgment and ethical behavior when handling confidential information.

• Proficiency with Windows, Mac OS, MS Office, VoIP phones, and Google Mail/Apps; scripting and automation tools are a plus.
• Working knowledge of enterprise network systems, including remote‑access systems such as VPN.

After‑hours availability for emergencies / alerts is mandatory and operates on a rotational basis. Respond to calls, remote‑in, troubleshoot issues, and sometimes drive into the office on weekends to resolve high‑level issues. Requires access to a computer with internet connectivity, which will be provided.

Pay range: $29.48 – $44.07 per hour. The offered salary will be determined based on relevant education, experience, and other factors.

Background check required to be hired and annually thereafter.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete employment eligibility verification upon hire.