This position supports user experience, actively engages in the technology lifecycle process, and provides high-level service operation skills.
The user experience duties consist of providing innovation and research of technologies, follow through of technology integration (training / use of technology), and expertise to support strategic and business unit initiatives.
The technology lifecycle support process helps guide the process and provides product ownership duties for the agency. The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures.
This role uses insight and analysis of service support functions and service tickets to assist the IT Solution Center to a more proactive and mature environment.
Top Required Skills & Years of Experience : - Ability to develop user documentation and perform training (3 years)- Ability to identify, manage, troubleshoot, and resolve problems (3 years)- Knowledge of Microsoft Office 365 (3 years)- Knowledge of Microsoft Teams (1 year)- Knowledge of image deployment via Desktop Management Tools (SCCM / Manage Engine preferred) (1 year)- Ability to directly support customers via phone and in-person (3 years)Nice to Have Skills : - Strong knowledge of ticketing systems / ITIL processes- Ability to assist in identifying training needs- Knowledge of Microsoft Active Directory- Knowledge of multi-factor authentication- Knowledge of Mobile Device performance monitoring and tuning techniques- Advanced problem resolution skills, with a knowledge of Problem Management processes and procedures
Desktop Support IV (135189)
Top Required Skills & Years of Experience:- Ability to develop user documentation and perform training (3 years)- Ability to identify, manage, troubleshoot, and resolve problems (3 years)- Knowledge of Microsoft Office 365 (3 years)- Knowledge of Microsoft Teams (1 year)- Knowledge of image deployme...
W2 - Desktop Support IV (Customer Service, develop user documentation and perform training) - Local
Top Required Skills & Years of Experience:</b><br /> </div> <div>- Ability to develop user documentation and perform training (3 years)<br /> - Ability to identify, manage, troubleshoot, and resolve problems (3 years)<br /> - Knowledge of Microsoft Office 365 ...
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