Open, monitor, work, and close tickets in a ticket tracking system responding promptly to customer needs. Monitor calls, including tickets entered in the ticket tracking system for problems; verifies user information; communicate outstanding issues and status resolution to users and supervisor, programming support staff, other government agencies, and community partners as applicable to meet commitments.

Skills Required:

• Strong customer service skills, including effective listening and problem-resolution techniques with attention to detail.

• Excellent interpersonal, written, and oral communication skills.

• Critical thinking, problem-solving, effective decision-making, engaging in critical thinking using logic and reasoning, working collaboratively or independently.

• Handle phone calls and walk-ups while juggling multiple other priorities.

• Determine the impact of issues and recommend changes to improve efficiency and reduce waste.

• Balance, prioritize, and organize multiple tasks and adjust plans accordingly.

• Imaging desktops, laptops, and tablets and deploying equipment to agency staff.

Skills Preferred:

Ability to analyze and diagnose desktop computer software problems in a network environment.

• Analyze complex issues and resolve incidents efficiently and effectively.

Experience Required: 2-4 years of technical service desk experience or equivalent experience, certification in Microsoft products, CompTIA A , and accreditation in HP/Dell hardware products.

Education Required: At a minimum, the preferred candidate will possess an Associate's degree in the IT Field.