Class Definition

POSITION SUMMARY:

The Help Desk Technician plays a crucial role in providing technical assistance and support to users across various departments at multiple locations. The primary responsibility will be to troubleshoot and resolve IT-related issues, ranging from software problems to hardware malfunctions. This is a position in a dynamic work environment.

Illustrative Examples of Work Performed

SUMMARY:

The Help Desk Technician performs various duties including, but not limited to:

* Provide prompt and courteous technical support to users;

* Assist users with troubleshooting software applications, operating systems, and hardware devices, including desktops, laptops, phones, and peripherals;

* Manage hardware, software, and user access lifecycle including inventorying, deploying, retiring, on and off-board;

* Manage the Service Desk (including documenting user inquiries and resolutions accurately into the system);

* Assist in providing support for solutions through external vendors of various platforms such as phones, email, file storage, productivity applications;

* Assist in maintaining and updating technical documentation and knowledgebase articles;

* Participate in the process of maintaining the Department's Cyber Security Incident Response Plan and procedures; and

* Perform other duties as required.

Required Qualifications for Appointment

EDUCATION AND EXPERIENCE

Continued education in IT or related certifications preferred. Must have a high aptitude for learning while taking direction. Ability to travel between locations. Prior exposure to IT support and collaboration is recommended.

Supplemental Information

KNOWLEDGE, SKILLS & ABILITIES

* Strong oral and written communication.

* Strong problem-solving and troubleshooting skills.

* Customer service oriented.

* Motivated self-starter.

* 1 year of experience preferred.

* Microsoft Windows operating system deployment, troubleshooting, and patching.

* Basic understanding of network connectivity and protocols.

* Able to work through difficult problems in stressful situations.

* Ability to work independently as well as part of a team.

* Ability to lift and move equipment up to 50 pounds.

* Familiarity with Office 365, AWS, and other cloud environments a plus.

For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.

Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.

Agency State of Rhode Island

Address One Capitol Hill

Providence, Rhode Island, 02908

Website http://www.apply.ri.gov