The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. The client needs an individual who is passionate about customer service.

The role is responsible for managing incoming customer calls and email related to IT support and Service Requests.

Essential Duties and Responsibilities include the following. Other duties may be assigned. All work is performed with deadlines based on agency priorities.

• Handle incoming calls resolving 70%.
• Route advanced issues to second level support teams
• Password Resets
• Answer general IT questions

Supervisory Responsibilities

• This job has no supervisory responsibilities.

Skills and Abilities
Demonstrated ability to:

• • Ascertain and meet customer expectations
  • Work effectively and independently in a fast-paced team environment where priorities can rapidly change
  • Prioritize own work activities with minimal guidance and coaching
  • Solve complex problems through discovery and analysis with minimal guidance
  • Complete complex projects independently with minimal oversight and direction
  • Manage competing priorities to meet goals

• • Communicate effectively orally and in writing
  • Provide, maintain, and follow technical documentation

Demonstrated comprehensive knowledge of the following tools/technologies:

• Windows 10 and 11
• Service Desk Ticketing
• Incident Management
• Problem Management
• Asset Management

Education and/or Experience

Candidates must have IT Education or 2 years experience working in an IT Service Desk.