Service Desk Technician II

Service Desk Technician II – Agency 090 (Office of Management and Enterprise Services)

This full‑time, 40‑hour per week position supports the Information Services Division in Oklahoma City, OK. The role provides customer service to the IT user community for Oklahoma state agencies and internal staff. The Service Desk Technician will receive, prioritize, document, and resolve end‑user help requests through calls and email.

• Respond to customer issues and concerns via inbound calls or email
• Open and record all support calls in the service desk tracking software
• Attempt to resolve technical tickets at the service desk prior to escalation
• Increase the percentage of cases resolved by the service desk annually
• Assign and notify next‑level support for escalated technical tickets
• Suggest system and process improvements for the service desk
• Serve as team lead and supervise lower‑level service desk staff when requested

• At least 2 years of help desk or technical support experience, or 48 semester hours toward a degree in information technology
• Knowledge of troubleshooting steps and logical problem‑solving for customer issues
• Strong telephone presence, organization, follow‑up, and diagnostic skills
• Proactive, able to provide training to newer technicians, multitask in a fast‑paced environment, and maintain a positive attitude
• Ability to work nights and/or weekends when requested

• Competitive salary starting at $43,250, based on education and experience
• Generous leave: 15 days vacation, 15 days sick leave, and 11 paid holidays annually
• Comprehensive benefit package with a benefit allowance to offset insurance premiums for employees and eligible dependents
• On‑site position in Oklahoma City, OK

Initial and continuous appointments available full time. Sponsorship is not offered at this time.

The State of Oklahoma is an equal‑opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. Current State employees may apply through the Workday Jobs Hub. Reasonable accommodation for individuals with disabilities may be provided upon request.