| Duties & Responsibilites : | Job role and description :
1) Provide a single point of contact for all users of ITS services.
2) Professionally and courteously answer Help Desk calls/e-mail messages as they come into the CCC.
3) Provide first level technical support for approximately 70,000 users.
4) Use ServiceNow to open support tickets, monitor work queues, updating and escalating support tickets as needed.
5) Accurately document the details of the user request or issue, document the diagnostic steps performed when troubleshooting the issue and assist the user with resolution using provided procedures and documentation.
6) Provide incident updates to the user community for active incidents or planned work.
7) Use Help Desk core tools and knowledge management system to provide solutions to users.
8) Provide support and basic information for MS Office Products (Work PowerPoint, Excel, and Outlook) as well as Microsoft Exchange Hosted Archive.
9) Reset passwords for supported users in Active Directory, NYS Directory Services (my.ny.gov), Oracle and applications.
12-36 Months Experience
- Experience in the usage and support of a collection of development platforms, technical architectures, or business applications and products that run on those platforms, beyond that of a Programmer
- The Authorized User may seek Specialists in the following areas (list is not exhaustive): Backup and Recovery, Security
Skills required :
- 24 months experience providing Level 1 IT telephone technical support working at an enterprise level Help Desk that serves at least 500 users.
- 24 months experiencing using a Help Desk ticket tracking system such as Service Now in an enterprise environment that serves at least 500 users.
- 24 months experience supporting Windows XP or Windows 7 clients in an enterprise LAN (including wireless) environment that serves at least 500 users.
- 24 months experience supporting Office 2007 products (Word, PowerPoint, Excel, Access, & Outlook) or higher in an enterprise environment that serves at least 500 users.
- 24 months experience using Password Reset utilities such as Active Directory, Site Minder & Oracle in an enterprise environment that serves at least 500 users.
- 24 months experience using remote control products such as Microsoft LYNC, Windows RDC or Cisco Jabber to resolve customer problems in an enterprise environment that serves at least 500 users.
- 24 months experience providing Level 1 IT telephone technical support for desktop hardware, network printers, and scanning devices in an enterprise environment that serves at least 500 users.
- 24 months experience providing Incident Management support in an enterprise environment that serves at least 500 users. Providing status updates to customers, coordinating with technical support teams to ensure that progress is being made on resolving issues. |
