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Help Desk Technician

Recruitment #140213-UNCB-10

Introduction

 A resume and cover letter must be submitted along with your application.

The Office of Management and Enterprise Services (OMES) is a government agency providing services to other Oklahoma government agencies. We work toward the goals of capitalizing on available resources, continuing to seek cost saving opportunities and elevating our level of service. Our mission is to be a “FAST” agency: Flatter, Agile, Streamlined, and Technology-enabled.

The Information Services Division (ISD) is seeking a full-time Help Desk Technician in Oklahoma City, providing IT services to the Oklahoma Corporation Commission. This is an unclassified position within Oklahoma state government.  Click here to view our comprehensive Benefits Packet.

This IT helpdesk position is responsible for ensuring proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests.

Daily Activities:
 
•Field incoming help requests from end users in a courteous manner.
•Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
•Build rapport and elicit problem details from help desk customers.
•Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
•Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
•Apply diagnostic utilities to aid in troubleshooting.
•Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
•Identify and learn appropriate software and hardware used and supported by the organization.
•Perform hands-on fixes at the desktop level, including installing and upgrading software and peripherals, implementing file backups, and configuring systems and applications.
•Test fixes to ensure problem has been adequately resolved.
•Perform post-resolution follow-ups to help requests.
•Develop help sheets and knowledge base articles for end users.
•Perform related duties consistent with the scope and intent of the position.

Minimum Qualifications: Lan Knowledge. At least one year of Help Desk experience and PC proficiency.
 
PREFERRED EDUCATION AND/OR EXPERIENCE:
•Knowledge of basic computer hardware.
•Experience with desktop operating systems including Windows XP and Windows 7
•Extensive Microsoft Office support experience.
•Working knowledge of a range of diagnostic utilities.
•Exceptional written and oral communication skills.
•Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
•Strong documentation skills.

Personal Attributes:
•Ability to conduct research into a wide range of computing issues as required.
•Ability to absorb and retain information quickly.
•Ability to present ideas in user-friendly language.
•Highly self motivated and directed.
•Keen attention to detail.
•Proven analytical and problem-solving abilities.
•Ability to effectively prioritize and execute tasks in a high-pressure environment.
•Exceptional customer service orientation.
•Experience working in a team-oriented, collaborative environment.

Work Conditions:
•Sitting for extended periods of time.
•Dexterity of hands and fingers to operate a computer keyboard, mouse, power tols, and to handle other computer components.
•Lifting and transporting of moderately heavy objects, such as computers and peripherals.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

 

Conclusion

Veteran’s preference points apply only for initial appointment in the classified service.


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