Service Desk Engineer

Service Desk Engineer

The Service Desk Engineer is an important and highly visible representative of the Department of Digital Innovation (DDI) as the primary point of contact for end user technical support. The role requires knowledge of DDI’s IT service catalog, and the ability to resolve issues while providing excellent customer service.

• Provide support as the primary point of contact for all enterprise users requiring technical assistance or advice regarding IT services.
• Log incidents and service requests, categorizing and prioritizing them according to established process and standards; resolve issues or appropriately escalate to other teams.
• Identify potential trends and log problems for recurring incidents to prevent problems from occurring and minimize impact of incidents that cannot be prevented.
• Draft and publish district-wide communications to keep users informed of progress, planned changes, service disruptions, and outages.
• Identify and diagnose technology related issues including devices, hardware, software, configuration and/or network systems in a timely and accurate manner.
• Collaborate with subject matter experts to identify, create, and maintain knowledge base articles.
• Maintain a comprehensive service catalog of existing, new, and retired service offerings and technologies offered by the district.
• Test processes and services to provide feedback and recommendations based on analysis.
• Monitor service levels and collaborate with team and other LCPS departments to improve outcomes.

• Associate degree or equivalent, with ITIL Foundation, HDI Support Center Analyst or Desktop Support Technician certifications.
• Two (2) years of experience in an Information Technology field.
• Demonstrated experience delivering customer service and technical support.
• Organized and detail oriented with the ability to handle a high volume of varying technical issues.
• Outstanding verbal and written communication skills to articulate technical details to both technical and non-technical end-users.
• Ability to work successfully in a team environment.

Regular talking, speaking, or exchanging ideas by means of the spoken word; normal cognitive abilities; frequent sitting or remaining in a stationary position for long periods; exerting up to 50 pounds of force occasionally or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Reports to:

Supervisor, Technology Support Center

FLSA Status:
Non-Exempt

Months/Days/

Hours:

12 months / 254 days / 8 hours

Salary Level: Universal8

Salary Range: $27.81 - $35.79

Remote Work Eligible:
Yes

Union Designation:
Non-Union

Citizenship, residency or work visa required.