Service Desk Technician II

Service Desk Technician II Office of Management and Enterprise Services, Oklahoma Compensation and Working Conditions Full‑time, 40‑hour work weeks. Supports the Information Services Division. Annual salary of $43,250, based on education and experience. On‑site position located in Oklahoma City, OK. Sponsorship not offered. Benefits Generous leave: 15 days of vacation, 15 days of sick leave, and 11 paid holidays annually. Comprehensive benefit package with a generous benefit allowance to offset the cost of insurance premiums for employees and eligible dependents. Basic Purpose Provide customer service to the information technology user community for Oklahoma state agencies and internal support staff. Responsibilities include receiving, prioritizing, documenting, and actively resolving end‑user help requests. Typical Functions Respond to customer issues and concerns received via inbound calls or email. Open and record support calls in the service desk tracking software. Attempt to resolve technical trouble tickets at the service desk before escalating to technical support. Increase the percentage of cases resolved by the service desk annually. Assign and notify next‑level support of escalated tickets when resolution cannot be achieved at the service desk level. Suggest system and process improvements for the service desk. Serve as team lead as requested. Supervise lower‑level service desk staff. Knowledge, Skills, Abilities & Competencies Knowledge: troubleshooting steps to resolve customer issues; logical problem solving; Oklahoma Management and Enterprise Services terminology and functionality. Skills: excellent telephone presence; organization; follow‑up; diagnostics and analytics for general IS questions. Abilities: proactive; provide training to newer technicians; multitask in a fast‑paced environment; maintain a positive attitude. Education & Experience Two (2) years of help desk experience or two (2) years in a technical support role, or 48 semester hours toward an information technology degree at an accredited college, university, or technical school. Special Requirements Must be willing to work nights and/or weekends when requested to meet operational needs. Equal Opportunity Employment The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. Current active State of Oklahoma employees must apply for openings internally through the Workday Jobs Hub. OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request. #J-18808-Ljbffr