Responsibilities:

• Communicates with all levels of customers

• Installs and configures applications and other supported software packages

• Performs basic troubleshooting and triage of computers via remote computer access

and phone

• Resolves routine issues and problems related to hardware and software

• Creates tickets for all problems called into the Technology Helpdesk

• Quickly escalates issues and problems that are not resolvable as necessary

• Assists clients with resolving device related issues via telephone support

• Helps determine technical needs of supported systems

• Participates as team member on projects

• Records activities in the service desk software system

• Updates/Creates internal supported system documentation

• Communicate technical issues, risks, and approaches to clients

• Performs other duties as assigned

Required Skills:

• Possession of a high school diploma or an appropriate equivalent, plus one year of

experience in an inbound call center environment

• Two years installing, configuring, maintaining, and trouble-shooting personal

computers and related equipment, operating systems, and software applications,

preferably in a large, multi-site agency.

• Experience with remote troubleshooting preferred

Desired Skills:

• Possession of A (Remote Technician) and Network certification is preferred

• Knowledge of computer operations and support

• Skill in installing, configuring, maintaining, and trouble-shooting personal computers

and related equipment

• Skill in installing, configuring, maintaining, and trouble-shooting operating systems,

software applications, and cabling components

• Skill in providing technical assistance, guidance, and training to users of varying

levels of skills and abilities

• Skill in establishing and maintaining effective working relationships

• Skill in effectively prioritizing assignments and tasks

• Skill in communicating clearly and effectively

• Ability to provide consistent quality customer service

• Ability to deescalate customers

• Ability to maintain confidential information