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Short Description:

There are two positions available.  The resources will provide help desk, tier 1 and 2 support for the SURE Suite of Applications.

Complete Description:

This persons main job is to answer the calls from the Pendot Licensing centers and lookup the voter to ensure they are registered as well as perform a SSN check.  This will be done in concordance with the State ID card issuance.  This person will also be part of the SURE help desk when time permits.  This position is a help desk technician for the SURE Help Desk. This position will participate in all aspects of the SURE SUIRE of Applications support.  This position will be involved in all user support for the 67 counties and over 500+ county users, 20+ agency users and the general public that use the SURE Suite of Applicaitons.

These tasks are: (But not limited to)

1. Participate in support of the counties, from taking phone calls, following up on phone calls and any other tasks assigned.

2. Handle all application navigational issues and calls (Where do I find...)

3. Handle all applicaiton feature functional issues (How do I do...)

4. Unlock and assign user accounts, roles and such

5. Reset passwords of the users accounts.

6. Help in identifying network connectivitiy issues in the commonwealth network and the county network.

7. Determin user hardware falures.

8. Documenting all requests for technical assistance that is required above the tier 1,2 level.

9. Escalate issues and work directly with the tier 2,3 areas to ensure smooth opperations of all work.

10. Checking to see if a user is a registered user and help them to get logged on.

11. Help with all winterm, desktop and peripheral configuration and other issues as identified.

12. Follow up on all resolutions to ensure that the users are informed and statisfied.

13. Become the advocate for the user to ensure their issues are resolved timely.

14. Participate in surveing the users to ensure they are satisfied.

15. Participate in problem solving if there are issues with users that are large issue sor involve more work than what one person can handle.

16. May require participation in status meetings.

17. Other duties as assigned

Skills:

Help Desk Technician

Required 5 Years

Knowledge of Desktop Infrastructure

Required 5 Years

Knowledge of Network Infrastructure

Required 5 Years

Handle Phone Converstations with users

Required 5 Years

Help Desk Ticket Software Use

Required 4 Years

Desktop Software Configuration

Required 4 Years

Peripheral Configuration

Required 4 Years