IT Service Technician

Overview

Under direct supervision, this position performs entry-level technical support duties within the WV State Police Information Services Section. The incumbent assists internal and external users by diagnosing, troubleshooting, and resolving issues related to organizational information technology systems, hardware, and software. Work is performed in accordance with established procedures and guidelines, with more complex problems escalating to higher-level support staff. Performs related work as required.

This is a full-time position with state benefits.

• Serve as the first point of contact for technical assistance via phone, email, or helpdesk ticketing system.
• Provide basic troubleshooting and support for computer hardware, software applications, printers, and network connectivity.
• Accurately document issues, resolutions, and escalation steps in the helpdesk system.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support staff in accordance with established procedures.
• Assist with account administration, including password resets and access requests.
• Participate in training and knowledge-sharing to stay current with technology and organizational systems.

• Knowledge of basic computer hardware, operating systems (Windows), and common productivity software (Microsoft Office, email, etc.).
• Knowledge of basic troubleshooting techniques for desktop computers, laptops, printers, and mobile devices.
• Knowledge of fundamental networking concepts such as IP addressing, DNS, DHCP, and connectivity troubleshooting.
• Awareness of basic cybersecurity practices, including password management, phishing awareness, and data confidentiality.
• Ability to provide courteous and professional technical support.
• Ability to follow documented procedures and escalate issues appropriately.
• Ability to clearly communicate technical information, both verbally and in writing, in a user-friendly manner.
• Ability to prioritize and manage multiple helpdesk requests in a timely manner.
• Ability to work effectively in a team environment and under direct supervision.
• Strong problem-solving skills with attention to detail and accuracy.

Bachelor’s degree from an accredited college or university.

Three years of full-time or equivalent part-time paid personal computer or server support experience may be substituted for the required training. Successful completion of twelve credit hours or the equivalent thereof of industry recognized authorized/ certified LAN administration, network service/support and/or network technologies training may substitute for one year of the required training.

Two years of full-time or equivalent part-time paid experience in information processing, one year of which includes personal computer support and/or training. Substitution:
Twelve hours of computer science or data processing may substitute for one year of information processing experience excluding personal computer support.

Ability to complete a successful background check and polygraph examination.

Pay Grade: 17 – (45,657 – 80,045)