Position will be under general supervision and set up in a teleworking environment upon completion of training and will be responsible for providing level one telephone support by responding to incoming calls and or self-service tickets from general and password phone queues and self-service portal regarding state-issued and personal desktop computers, laptops, tablets, smartphones, thin clients, all peripherals, printers, telephone services, cellular services, standard agency desktop applications (Microsoft Office Suite, Gmail, Google Calendaring, Google Hangouts Chat and Meets, Chrome, Internet Explorer, VMWare Horizon, Cisco VPN, Azure, mainframe emulators, etc.) for the agency.
Create incident and/or request tickets requiring: Validation of customer information, prioritization and classification of incident or request and documentation of all aspects of call including customer interaction and actions taken. Troubleshoot all technical and non-technical issues presented by customers using all tools and resources available.
- Provide telephone, email, chat, and remote desktop assistance for customer with questions and assistance on desktop operating systems and applications including network connection troublshooting and assistance to both internal office staff and the teleworking workforce.
- Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (includes assisting new users with logging in and setting up desktop applications, configuring workstations, troubleshooting standard software) troubleshoot all technical and non-technical issues presented by customers using all tools and resources available
-Receive and troubleshoot: issues escalated by Help Desk Analysts; issues received through self-service; issues received via call center queues
-Responsible for: escalating and property routing incidents and requests that cannot be resolved by the Resolution Center/Service Desk; creating, updating, and review of existing and new knowledge base articles based upon call received
-Create incident and/or request tickets
Windows 10 - Intermediate - 2 - Required Gmail, Google Calendar, Hangouts Chat - Intermediate - 2 - Required Microsoft Office Products - Intermediate - 2 - Required Cisco AnyConnect - Intermediate - 2 - Required Android and iOS - Intermediate - 2 - Required Microsoft Active Directory - Intermediate - 2 - Required
Resolution Center Hours of Operation will be 6am to 5pm Monday through Friday and 8am to 5pm Saturday and Sunday. Contractors will be scheduled to work 8 hours per day, (1 hour unpaid lunch break will be scheduled for all working days), 5 days a week. Work days and hours will vary from week to week in order to provide adequate coverage for a 7-day work week. Upon completion of in-house training, position will be a telework position and contractor must have the ability to provide a wired connection to the internet at the contractors expense. The state will provide PC, phone, and vpn equipment for connecting to the DES network.
It will be a Monday through Friday job 8 to 5, with flexibility to work weekends when we need to switch out techs. If they are scheduled to work weekends, their days off will be Thursday and Friday.