HELP DESK TECHNICIAN

State of Rhode Island

  • Providence, RI
  • $44,309-48,292 per year
  • Permanent
  • Full-time
  • 29 days ago
Class DefinitionPOSITION SUMMARY:
The Help Desk Technician plays a crucial role in providing technical assistance and support to users across various departments at multiple locations. The primary responsibility will be to troubleshoot and resolve IT-related issues, ranging from software problems to hardware malfunctions. This is a position in a dynamic work environment.Illustrative Examples of Work PerformedSUMMARY:
The Help Desk Technician performs various duties including, but not limited to:
  • Provide prompt and courteous technical support to users;
  • Assist users with troubleshooting software applications, operating systems, and hardware devices, including desktops, laptops, phones, and peripherals;
  • Manage hardware, software, and user access lifecycle including inventorying, deploying, retiring, on and off-board;
  • Manage the Service Desk (including documenting user inquiries and resolutions accurately into the system);
  • Assist in providing support for solutions through external vendors of various platforms such as phones, email, file storage, productivity applications;
  • Assist in maintaining and updating technical documentation and knowledgebase articles;
  • Participate in the process of maintaining the Department's Cyber Security Incident Response Plan and procedures; and
  • Perform other duties as required.
Required Qualifications for AppointmentEDUCATION AND EXPERIENCE
Continued education in IT or related certifications preferred. Must have a high aptitude for learning while taking direction. Ability to travel between locations. Prior exposure to IT support and collaboration is recommended.Supplemental InformationKNOWLEDGE, SKILLS & ABILITIES
  • Strong oral and written communication.
  • Strong problem-solving and troubleshooting skills.
  • Customer service oriented.
  • Motivated self-starter.
  • 1 year of experience preferred.
  • Microsoft Windows operating system deployment, troubleshooting, and patching.
  • Basic understanding of network connectivity and protocols.
  • Able to work through difficult problems in stressful situations.
  • Ability to work independently as well as part of a team.
  • Ability to lift and move equipment up to 50 pounds.
  • Familiarity with Office 365, AWS, and other cloud environments a plus.

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