Main Console Operator

Desktop Support Technician

Pay Range: $18.00hr - $20.00hr

Requirement/Must Have:

• Experience as a Desktop Support technician or other IT support with experience diagnosing and resolving technical issues with hardware and software systems.
• Experience providing general IT support duties with excellent troubleshooting skills.
• Reliable attendance.
• Intermediate computer skills including Windows Operation Systems (OS).
• Experience with basic Windows OS networking tools using command prompt or Power Shell.
• Microsoft 365 Copilot application experience including Outlook, Teams, Word, Excel, SharePoint, and PowerPoint.
• Strong verbal and professional correspondence abilities.
• Ability to learn new skills and follow procedures as it relates to the role.
• Ability to work in a team environment with limited direct supervision.
• Self-motivated and detailed oriented attention to work assignments.
• Ability to adjust work schedule to provide coverage in limited cases.
• Ability to pass law enforcement conducted background check per organizational and IRS requirements including fingerprinting.

Responsibilities:

• Monitor information technology assets through web-based and other computer-based tools.
• Create, update, and provide detailed notes of incident tickets and tasks arising from monitoring activities, site network outages, and other user/agency issues.
• Maintain verbal and electronic communications with various governmental agencies.
• Monitor the status for the Data Center including environmental conditions.
• Control access to the Data Center through creation of access requests, processing of visitors to restricted areas, and providing escorts.
• Provide Tier 1 level customer support for Information Technology (IT) related issues as required.
• Initiate escalation activities as required to support the resolution of issues and keep detailed notes in the ticketing system.
• Safeguard and ensure proper use of sensitive information and equipment to prevent loss or unauthorized distribution.
• Follow official policies, procedures, and laws including federal guidelines and requirements.
• Support physical changes and maintenance of the center.
• Perform other duties and assignments in support of official activities.

Nice to Have:

• Experience with creating tickets, requests, and logging notes into an IT Service Management (ITSM) ticketing system.
• Data center operations experience.
• Experience with enterprise IT management and monitoring systems such as Active Directory, Dynatrace, Service Now, or Windows System Center.
• Programming experience with a focus in JavaScript and Type Script.
• Understanding of fundamentals of database operations and Application Programming Interface (API) interactions.

Skills:

• Desktop Support.
• Hardware Troubleshooting.
• Software Troubleshooting.
• Windows OS.
• Command Prompt.
• Power Shell.
• Microsoft 365.
• Outlook.
• Teams.
• Word.
• Excel.
• SharePoint.
• PowerPoint.
• Customer Service.
• ITSM.
• Active Directory.
• Dynatrace.
• Service Now.
• JavaScript.
• Type Script.
• API.

Qualification And

Education:

• Ability to work 3rd shift hours (Monday through Thursday, 10:30 PM – 9:00 AM).
• Ability to complete an initial orientation and training period of at least one week on 1st shift.