Help Desk II
Full Time • Fully Remote - US
Benefits:
- Competitive salary
- Opportunity for advancement
- Training & development
Position Summary:
Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions. The IS Technical Services – Professional shall comply with the Department’s administrative rules and the agency’s policies and procedures including those related to the Department’s overall Reentry philosophy of using evidence-based strategies, practices and programs which target an offender’s individual criminogenic needs and risk level.
Top Skills & Years of Experience:
Top Skills & Years of Experience:
- Excellent customer service skills
- Two years support experience with Windows 10, and Microsoft Office 2019
- Two years' experience with Network and Printer troubleshooting.
- Must be proficient is typing skills and be able to multi-task.
Nice to have skills:
- Prior Help Desk experience in a call center environment
- Previous experience using Incident and Knowledge base systems
- Desirable to have 2 years support experience with iOS devices.
% Time Goals and Worker Activities
80% A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.
A1. Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.
A2. Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.
A3. Conduct an assessment of the incident based on the customer’s description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.
A4. Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages.
A5. Perform diagnostics and trouble shooting for supported DOC hardware.
A6. Monitor requests for software installations and fulfill those requests in a timely manner.
A7. Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.
% Time Goals and Worker Activities
15% B. Perform Project Work
B1. Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.
B2. Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.
B3. Participate in quality and process improvement projects and initiatives.
B4. Completion of Other Duties and special assignments as assigned.
5% C. Performance of other job-related activities and special assignments.
C1. Attend requested meetings, seminars, or training.
C2. Perform other duties as assigned.
C3. Identify training needs and request approval to attend.
Job Knowledge, Skills & Abilities:
- Ability to work with diverse customers in a calm, respectful manner to address potentially difficulty situations.
- Ability to manage and work on multiple priorities or projects.
- Ability to document standard operating procedural documentation as it pertains for support procedures, and properly assigning unresolved incidents.
- Ability to effectively multitask and prioritize workload.
- Effective oral and written communication skills.
- Ability to work in a team oriented collaborative work environment.
- Understanding of the use of Help Desk incident management and asset management systems.
- Knowledge of State and Agency customer base and associated hardware and software applications.
- Ability to perform diagnostics on hardware of software.
- Knowledge of general analytical and troubleshooting procedures.
- Knowledge of industry-standard computer application software, such as the MS-Office suite.
- Knowledge of IBM compatible computer hardware.
- Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.
This is a remote position.
Compensation: $30.00 per hour
About Us
Founded in 2005, Technoviz is a leading IT Service Provider that offers powerful process-driven, high quality, cost-effective solutions to its esteemed customers with a competitive edge in their respective marketplaces. Built on the principles of entrepreneurial spirit, technical excellence, and superior customer service in response to increasing demand for quality Information Technology services. This evolution has allowed Technoviz to provide a wide range of services as a Complete Solution Provider.
We focus on building long lasting relationships to achieve execution excellence. Our in-depth understanding of business processes across a number of domains coupled with a range of cutting-edge technology skills help us to provide software services to Government, Telecommunications, Manufacturing, Banking & Financial Services, Insurance, Healthcare, Utilities and Technology industries while our Technology Practices provide answers to the most critical challenges prevalent in the current environment.
Technoviz offers a wide range of products developed using state of art technology. We have alliance partnership with leading product companies for providing product solutions to lower the mid cap businesses for Accounting, Payroll, Document Management, Work flow, Point of Sales, Sales & Distribution, Manufacturing etc.
Technoviz achieves excellence through continuous training, learning, innovation, partnership with industry leaders to provide the best value to the customer.
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