Workstation Support

Job Posting Title

Agency

Supervisory Organization

Job Posting End Date (Continuous if Blank)

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Job Type

Compensation

Job Description

This position is located in Oklahoma City, OK.

Remote working will NOT be an option for this position.

Basic Purpose

• This position is responsible for providing customer service to the information technology user community for Oklahoma state agencies and internal support staff. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Major Work Duties

• Assisting customers with hardware and software issues, as requested through the service desk ticketing system.

• Oversee maintenance of OSBI issued desktops, laptops, and peripherals.

• Oversee the IT portion of onboarding and out-processing personnel, including configuring user accounts and system access, setting up assigned desktop/laptop, and disabling user accounts/access and ensuring IT issued equipment is returned.

• Assist with maintenance of hardware and software inventories through proper documentation of equipment and software assignment, transfer, and return.

• Provide instruction regarding proper use and maintenance of IT assigned equipment and software.

Typical Functions

• Responds to customer issues and concerns received via inbound calls or email

• Opens and records into the service desk tracking software all support calls from the user community

• Attempts to resolve technical trouble tickets at the service desk before escalating to technical support

• Increases the percentage of cases resolved by the service desk annually

• Assigns and notifies next level support of escalated technical trouble tickets when resolution cannot be achieved at the service desk level

• Suggests system and process improvements for the service desk

• Serves as team lead as requested

• Supervises lower-level service desk staff

Level Descriptor

• Level I: This is the basic level where employees are primarily responsible for answering and/or responding to all inbound calls or email requests from the Oklahoma state agencies IT user community and internal customers for password resets, answering and responding to all general public inquiries, resolving other requests received in approximately 10 minutes or less.  This includes case management activities for existing and new emailed requests or issues between calls.

• Level II: This is the career level where employees are assigned responsibilities at the full performance level for answering and/or responding to all inbound calls, Customer Relationship Management (CRM) portal, and CRM unassigned cases requests from the IT user community for requests or problems. Other responsibilities include resolving requests taking less than 30 minutes to solve, reassigning cases to the appropriate teams outside the service desk when case cannot be resolved, working outage and degradation cases for customers and assisting other teams with these groups, and backing up Tier I teams as needed.

Knowledge, Skills, Abilities and Competencies

• Level I: Knowledge, Skills, and Abilities required at this level includes basic knowledge of computers; and understanding of generic terminology and functionality. Skills required at this level required skill in written and verbal communication; critical thinking, customer relations with a service-oriented attitude, teamwork; and problem solving. Abilities required at this level required listen; learn; adapt to change, pay attention to details, prioritize tasks, and keep accurate records.

• Level II: Knowledge, Skills, and Abilities required at this level includes knowledge of troubleshooting steps to resolve customer issues; logical problem solving; and the Oklahoma Management and Enterprise Services terminology and functionality. Skills required at this level includes the skill in telephone presence; organization; following up; and diagnostics and analytics for general IS questions. Abilities required at this level includes the ability to be proactive; provide training to newer technicians; multitask in a fast-paced environment; and maintain a positive attitude; and increase knowledge base on system information, changes, and updates.

Education and Experience

• Level I: Education and Experience requirements at this level consists of six (6) months of customer service or 30 semester hours at an accredited college, university, or technical school.

• Level II: Education and Experience requirements at this level consists of two (2) years of customer service experience or 48 semester hours at an accredited college, university, or technical school.

Special Requirements

• Successful applicants must be willing to submit to a drug screen, polygraph examination, psychological evaluation (commissioned positions only), and a thorough background investigation. Certain events automatically disqualify an applicant, such as, felony conviction; admission of an undetected crime that, if known, would have been a felony charge; failure to pay federal or state income tax; positive confirmed drug urine test; illegal use of a controlled substance within certain time frames.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.