Desktop Support Specialist

Job Description Job Description

Knowledge, Skills, & Abilities:

• Experience with ServiceNow or other ticket or case management software is a plus

• Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word

• Knowledge of basic accounting principles

• Excellent communication skills

• Works well with others

• Reliable and trustworthy

• Ability to multi-task and set priorities

• MS SharePoint knowledge is desirable

• Ability to write non-technical correspondence, communicate in writing

Preferred Level of Education:

• High School graduate with some college; computer science related degree is preferred.

Basic Duties (training is provided on-site):

• Answer calls and e-mail messages as they come in to the Statewide Financial System (SFS) Help Desk

• Accurately document all issues and requests during the initial call

• Analyze user issues and questions. Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.

• Establish and maintain a working knowledge of the Statewide Financial System's navigation, procedures, and processing requirements
- Support users in the use of the system including, but not limited to, navigation, access, and reports.

• If required, route issues and requests to appropriate second line of support

• Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours.

• Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk

• Participate in appropriate training, workgroups and agency meetings

• Perform operation tasks:
- Password resets in various test and production environments
- User provisioning in various test and production environments
- 1st Level Support for Help Desk and Security Incidents