Service Desk Support Specialist III

DEPARTMENT: Office of the Chief Information Officer (OCIO)

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. Maintain the following minimum service metrics on a quarterly basis:

• Average customer satisfaction score of 4 out of 5 for tickets/requests; and,
• Meet or exceed ticket/request response and resolution times 90% of the time.

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, 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.

Reporting Relationships
Supervisor: OCIO Operations Manager
Supervises: NA

Regular Contacts
OCIO Service Desk and various employees in the organization

• 7+ years experience providing technical support to customers.
• Able to write OCIO policies and able to approve exceptions independently.
• Provide process leadership by applying OCIO policies and industry best practices in ambiguous circumstances. Creates a path forward to customer satisfaction when requests get “stuck.”
• Exercise planning & leadership in completing internal OCIO IT Operations projects without the need for dedicated Project Manager. Provides effective communication across all stakeholder groups. Identify and mitigate risk proactively.

• Strong verbal communications skills. 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 skills. History of authoring effective documentation as well as updating/maintaining it consistently.
  Strong analytical and problem-solving skills. 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 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 is a plus!
• Working knowledge of enterprise network systems, including remote access systems such as VPN.
• After-hours availability for emergencies / alerts mandatory. This is on a rotational basis which requires you to respond to calls, remote-in, troubleshoot issues and sometimes drive into the office on weekends to resolve certain high level issues. 7 day on call shift, requires that on call tech meet agreed upon SLA of 15 min response time. The work requires maintaining access to a computer…