This employee will serve as a Help Desk Technician to provide a variety of system installation, configuration, diagnostic evaluation, repair and customer service.

Job Duties Include:

• Addressing end user tickets (service requests, trouble tickets) within 24 hours. This includes:

  • prioritizing/sorting the ticket

  • documenting communication and troubleshooting steps

  • resolving the ticket or escalating ticket to appropriate team

  • assuring assistance is provided in a satisfactory manner via follow-up communications with end user

• Engaging in all requests for service or support (phone, email, walk-ups, etc.)

• Providing training, assistance, and guidance to DNR staff in commonly used technologies, operating systems, and software applications as needed.

• Installing, configuring and deploying computer workstations, mobile devices and peripheral equipment including hardware, software and firmware for agency staff.

• Configuring systems to operational standards including user file transfer, applications software installation and testing, connecting systems to DNR network infrastructure, mapping appropriate network-based storage and printer/plotter output devices and validating proper operation.

• Performing preventive maintenance support on all agency computers and peripherals to prevent potential system failure.

• Ensuring software, drivers and operating systems are current and up to date on all devices.

• Verifying that all computers have PDQ and Bitdefender installed and are using the most current versions.

• Running virus scans and other diagnostic tools as needed.

• Conducting IT asset inventory maintenance.

• Ensuring adherence with IT asset inventory policies for deployment, transfer, turn-in, and disposal.

• Ensuring adherence to CJIS and PCI compliance when managing IT asset inventory.

• Supporting mobile device deployments using the agency's MDM, ensuring all devices meet required standards.

• Maintaining accurate records of active accounts across all cellular service providers and active agency users.

• On-Call rotation (one week).

A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment of related systems. A degree in related field may be substituted for the required experience on a year for year basis.

A high school diploma and at least one (1) year of help desk/IT customer support experience. Ability to participate in frequent travel to multiple DNR locations using agency provided vehicle. Strong customer service abilities and clear written and verbal communication skills, along with the ability to explain technical concepts in a way that non-technical users can easily understand. Ability to work effectively in a fast-paced, complex, and dynamic environment, prioritizing tasks and resolving issues quickly. Ability to participate in some overnight travel. Ability to perform multiple tasks simultaneously without constant supervision. Ability to lift heavy objects, work in tight spaces and work with small and delicate computer components.

This position requires participation in an on-call rotation, and occasional evening or weekend availability may be necessary during emergency situations.