Systems Technologist

Open Until Filled GENERAL DESCRIPTION

This role entails providing technical support and serving as a point of contact for both internal and external customers, demonstrating a high level of technical expertise, and ensuring customer satisfaction. The incumbent is responsible for promptly entering issues into the ITSM system, fostering thorough monitoring of service tickets from identification to resolution. Collaboration across support groups is essential to guarantee the successful resolution of all reported issues, extending support to other teams across the agency.

The role also involves conducting routine checks on open service requests and initiating escalations when necessary to ensure the timely delivery of services. Operating in a troubleshooting and problem resolution capacity, the position covers desktops, laptops, software, printers, and wireless mobile devices, VoIP phones, and networking devices, and collaborating with subject matter experts on projects. Additionally, responsibilities encompass the installation, upgrade, and maintenance of computer workstation hardware, peripherals, and associated software.

The role also involves managing and executing installation upgrades and system patches.

• Provide on-site support for the installation, configuration, and troubleshooting of computer hardware and software, addressing common issues related to desktops, laptops, peripherals, and other IT hardware. Collaborate with Network, Systems, and Firewall Teams to install and upgrade on-site network or server equipment. Analyze hardware and software functionality, identifying, locating, resolving, and repairing problems in accordance with IT standards, guidelines, and procedures.
  
  Document all work in the current ITSM system. Additionally, demonstrate an understanding of customers' business and expectations, showing genuine interest, anticipation, and timely responsiveness to customer needs. Provide direct support to end-users by resolving technical issues and offering fundamental guidance on IT systems.
• Deliver high-quality customer service to end-users by effectively communicating simple technical issues and providing fundamental guidance on IT systems. Perform various functions within the scope and complexity of Customer Support Services for both State agencies, including tasks such as password resets, user modifications, and additional responsibilities. Communicate information based on work requirements, individual needs, or management directives. Demonstrate active listening by asking clarifying questions and summarizing others' input to ensure understanding.
  
  Consistently ask appropriate questions to enhance communication and support. Additionally, maintain a professional demeanor by arriving at work on time, dressing appropriately, seeking advice from others when in doubt about proper conduct, acting with courtesy, and respectful of customers and stakeholders. Adhere to rules, regulations, policies, procedures, and protocols.
• Conduct testing, diagnostic assessments, and repairs on a variety of hardware components such as desktops, laptops, monitors, printers, and scanners. Additionally, troubleshoot and resolve issues related to computer peripherals and other hardware devices to ensure optimal functionality and user satisfaction as part of the responsibilities of a customer support technician. In the decision-making process, gather data and seek input from others.
  
  Consider lessons learned from experience, take into account differing needs, and evaluate the impact of the decision on others.
• Manage Active Directory accounts, ensuring timely and efficient setup, maintenance, and removal. Additionally, provide support for higher-level technicians by assisting in the configuration and troubleshooting of account-related issues. Collaborate with internal IT teams to ensure system functionality and contribute to the overall optimization of Active Directory.
• Oversee daily tasks in a dynamic computing environment, addressing the operational needs of entry-level Customer Support Services IT Technicians. Ensure a timely response, proper routing, and escalation procedures to prevent service disruptions. Collaborate with higher-level technicians to facilitate high-level tasks related to change management, all while maintaining focus on foundational responsibilities such as troubleshooting, routine maintenance, and user support. Employees are expected to demonstrate proficiency in both leadership and followership skills.
  
  This entails creating a positive work environment, motivating all staff to excel, serving as a role model, and fostering an inclusive workplace that embraces diversity and contributes to the overall work environment.
• Stay current on evolving technologies and changes, ensuring the position is up to date. Perform preventive maintenance and upgrades for computer operating systems, standard software, and hardware to meet the dynamic demands of State consolidation.

• Preference may…