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Detailed Job Description:

• Preliminary and second tier troubleshooting of Windows operating systems and all state standard software.
• Troubleshoots network connectivity issues through Windows Active Directory including unlocking accounts and changing passwords.
• Provides technical problem resolution to all Department of Information Technology (DoIT) users as well as tracking the computer-related problems via a help desk tool.
• Identifies reoccurring issues and recommends constructive resolution.
• Maintains and creates help desk documentation, including Knowledge Base articles for use by DoIT technicians and customers.
• Interacts with all levels of DoIT customer base and staff in a professional, courteous and expedient manner.
• Assists, trains and mentors’ internal customers and the end user community in technical matters associated with personal computer hardware, software and peripherals.
• Contacts and interacts with customer and state approved vendors to correct problems with equipment or service through to service restoration.
• Provides ongoing coaching to DoIT team members in an interactive and as needed basis.
• Maintains proficiency in the support of hardware and software systems in support of the Help Desk Service mission.
• Assists in the development of technical training programs and materials.