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 technical desktop and application support by responding to incoming calls and/or self-service tickets from phone queues and self-service portal regarding state-issued and personal desktop computers, laptops, tablets, smartphones, thin clients, all peripherals, printers, telephone services, voip, cellular services, standard agency desktop applications (Google Workspace applications, Microsoft Office Suite, Gmail, Google Calendaring, Google Chat and Meets, Chrome, Edge, Firefox, VMWare Horizon virtual desktops, Cisco Any Connect VPN, Azure virtual desktops, 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 within an allotted time frame in a call center environment.
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