This job was posted by https://idahoworks.gov : For more information, please see: https://idahoworks.gov/jobs/2204662 Technical Apprentice

Remote Within WA, OR, UT or ID

Primary Job Purpose

The Service Desk Specialist I supports a 24/7 environment responsible for data center monitoring and help desk support. Help Desk support is 100% call center work responsible for providing first level customer support, resolving the majority of issues on first call, gathering appropriate problem/symptom information, documenting troubleshooting steps, assessing customer impact and escalating to the next level when necessary. This role performs the daily operation within the Data Center as well as ABEND batch recovery function, monitor alerts and performs up-front alert resolution within the Network Operations Center for the assigned locations/shifts. The position supports information production operations, logs alerts and provides assistance to coworkers within the Data and Network Operations Center.

General Functions and Outcomes

• Assess, analyze and resolve customer\'s technical issues through telephonic customer support.
• Responsible for routine support of Data Center operations, adverse event alert monitoring and first response alert resolution within the Service Desk for the assigned locations/shift.
• Work independently in resolving problems at both the local and enterprise level across multiple systems.
• Assist with Data Center environmental tasks.
• Responsible for direct, world class customer support of desktop environment, which includes, but is not exclusive to, personal computers, laptops, printers, personal digital assistants, audio visual equipment and telephones.
• Responsible for customer support through direct interaction with internal/external customers by telephone, e-mail and remote connectivity.
• Serve as a support resource in the use of enterprise defined Cambia software applications
• Ability to determine end user\'s needs and competency level on PC applications and help users obtain needed skills through training classes and provide one-on-one training.
• Participate and pilot new software and hardware being deployed to our business customers.
• Write problem/solution information in the form of a knowledgebase entry.
• Rigorously follow a defined staffing schedule to assure optimal customer service.
• Immediately escalate urgent and high priority problems as per defined procedures.
• Immediately deal with suspected or recognized irate customers as per defined procedures.
• Work as a team to achieve Service Desk performance goals and increase individual productivity.
• Provide additional support to all other IT areas as requested by Team Supervisor.

Minimum Requirements

• Demonstrated ability to type 35 wpm.
• Demonstrated experience in monitoring jobs and performance on multiple platforms (mainframe, mid-range, UNIX, Windows NT) and associated communication networks (LAN WAN).
• ITIL certifications a plus, experience with Incident and Problem management.
• Experience using Remedy or another similar incident tracking software.
• Proficient in the use of a personal computer and software tools such as MS Word, Excel, PowerPoint, Access and Visio.
• Familiarity with current network technology, desktop technology industry standards and trends.
• Good knowledge and understanding of mainframe and distributed systems, operating systems and network components.
• Superior problem solving skills and a unique combination of customer service, communication and technical abilities.
• Ability to resolve technical issues by using standard troubleshooting methods including remote control.
• Ability to monitor and escalate batch/system problems as well as Data Cent r hardware problems.
• Excellent communication skills, a positive phone presence and unwavering commitment to customer service are essential.
• Demonstrated technical aptitude together with the ability to learn quickly and effectively prioritize multiple issues
• Attention to detail, administration and demonstrated organizational skills required.
• Ability to make determinations quickly and work well under pressure.
• Ability to maintain a positive and constructive attitude.
• Ability to adapt to change and work effectively in a dynamic work environment.

Normally to be proficient in the competencies listed above

The Service Desk Specialist I would have one year of Data Center and/or Help Desk industry experience, with technical certifications a plus, including A+, N+, MCSA desired, ITIL certifications a plus, experience with Incident and Problem management or an equivalent combination of technical education and customer service experience may substitute for one year help desk experience.

Work Environment

No unusual working conditions.

Work is primarily performed in office environment.

May be required to work overtime.

May be required to work outside normal hours in suppo