IT Service Desk Specialist II

The IT Service Desk Specialist II (ITSDS II) is a member of the IT Support Team and is responsible for aiding agency staff in resolving reported PC & mobile device hardware & software related incidents, and network connectivity issues throughout the agency. The ITSDS II handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services) and escalated issues for all Workplace Services. They handle escalated issues that Level 1 support is not equipped to handle. ITSDS II will sometimes escalate to Level 3, depending on the issue. Responsible for researching issues, obtaining approval for implementing solutions and/or escalating to Level 3. May participate in Level 3 duties as required for specific projects or tasks.

Minimum of 2 years’ education or experience in an IT-related field. Including one year of demonstrated experience with the latest end user device operating systems, application installation and modern workplace systems, network protocols, device connectivity and VPN solutions, end user technology, hardware components and peripherals.

Needed Attributes:
Strong troubleshooting and problem-solving mindset. Basic knowledge of standard concepts, practices, & procedures within IT customer support. Self-starter with strong verbal and written communication skills. Ability to prioritize work on multiple tasks with guidance. Ability to apply hardware, software, and networking principles & techniques in problem-solving computer-related issues. Must be adaptable to change, be detail-oriented, and have excellent time management skills & the ability to prioritize tasks. Ability to work both independently and in a team-oriented, collaborative environment. Ability to maintain confidentiality, with the understanding that unauthorized access and/or dissemination of data may be prohibited.

Addtional Comments

Duties & Responsibilities:

• Subject Matter Expert (SME) role for specific Workplace Services, applications, or systems as assigned.
• Research unresolved issues using available information resources.
• Assists Clients issues by identifying and documenting problems, researching answers, and guiding clients through corrective steps and/or distributing end user guides and procedures for applications and system usage.
• Mentors Service desk specialist I on methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Will utilize, and work to optimize and improve established processes and procedures to document, track, and resolve or escalate issues and to meet operational service levels and standards.
• Document all service desk requests for support and assistance using the agency ITSM.
• Provides imaging of new computer systems and systems in need of imaging support and the deployment of desktop PCs, laptops, mobile devices, hardware, software, & operating systems.
• Maintains confidentiality, with the understanding that unauthorized access and/or dissemination of data may be prohibited.
• Maintains up-to-date knowledge of relevant technologies essential for job performance.

Full-time IT Service Desk Specialist II needed in Virginia, MN. Starting wage: $22.56/hr. 40 hr/wk. Full benefits package including health, dental, vision, life and short term disability insurance benefits, as well as a 403(b)retirement plan with matching employer contributions and generous paid leave. Application open until February 18th, 2025. AA/EOE.