Job description for IT Help desk Specialist
We are on the hunt for a passionate and enthusiastic candidate for the Technical Support IT Help desk Specialist position. The successful candidate for this job will work at an operational level providing technical assistance with computer hardware, software, operating systems, and troubleshooting. The applicant will also provide technical support to users of agency systems. You will work at the Service/Help Desk. Hours can be anywhere between 6:30-5:30 Mon-Fri.
Work remotely anywhere in the state of Utah!
The ideal candidate:
An ideal candidate must have experience working with Active Directory, Google Admin, ServiceNow, and Troubleshooting Mobile devices. You have experience working in a call center/help desk environment. Will be a problem solver with the ability and willingness to work independently and with team members, other DTS employees, and all Utah State agencies. The successful candidate will have a high level of written and verbal communication skills, be teachable and willing to share knowledge, experience, and ideas, and provide exceptional customer service.
Preference may be given to users with experience with Active Directory, Google Admin, and ServiceNow.
Why join our Squad?
We have excellent business partners who want to effectively and efficiently serve the citizens of Utah while working under the leadership of their federal and state partners. This is an opportunity to make a difference for the citizens of Utah while being a vital part of an exciting IT team. With excellent health and retirement benefits, like generous paid time off, you can spend time with your family and maintain a healthy work-life balance.
Agency:
A state’s environment is a highly optimized mix of systems responsible for collecting, processing, and distributing millions of data elements daily.
Job Duties for IT Help desk Specialist:
As an IT Help desk Specialist, you have to perform the following duties:
To Create and sustain user accounts in Active Directory, Create Google Groups and Google Shared Drives, and Troubleshoot mobile devices.
To Receive incoming calls, troubleshoot and analyze problems, make adjustments and repairs, and assist Utah State employees.
To diagnose software issues, hardware issues, passwords, and MFA authentication problems and present practical solutions.
Documents happenings in the Service Now ticketing system
Provides on-the-job assistance and training.
Qualifications required for IT Help desk Specialist:
To qualify for the post of IT help desk specialist, you must possess the following requirements
- Must have the ability to browse Active Directory and set up and maintain user accounts.
- Should know to create Google Groups and Google Shared Drives.
- Ability to work with little management in an environment where you are trusted to do the work assigned to you.
- Must possess good communication skills and provide excellent customer service.
- Must be proficient in diagnosing current software and hardware platforms
- Must have knowledge and ability to work with remote software.
- Ability to listen and comprehend information and ideas presented effectively orally and verbally.
- Must communicate information and ideas by speaking in a way others can easily understand.
- Must possess good communication skills and clearly express information and ideas in writing in a way others can understand.
- Applying general rules to specific problems and generating answers that make sense.
- Pay attention to what others are saying, take time to understand the points made, ask questions as needed, and don’t interrupt at inappropriate times.
- Adapting actions about the efforts of others.
- Actively looking for ways to help people.
- Determining how the system should perform and how changes in conditions, operations, and environment will affect the results.
- Managing your time and the time of others.
- Knowledge of principles and processes for providing customer and personal Service. This includes assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
- Knowledge of circuit boards, processors, chips, electronic devices, and computer hardware and software, including applications and programming.
- An understanding of the structure and content of the English language, including meaning, spelling, and grammar rules.
- Additional information
- Employment is conditional on passing a drug screening and background check.
- Risks occur in an adequately lit, heated, and ventilated office environment, e.g., safe use of office equipment, avoiding trips and falls, compliance with fire regulations, etc.
- The work requires physical effort. It may require standing, walking on rough surfaces, bending, crouching, stooping, reaching, and lifting moderately heavy objects (up to 50 pounds) over an extended period.
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