Service Desk Support Specialist II

Work as a member of the OCIO Service Team to resolve customer requests and incidents with the highest standards of technical quality & customer service (75%). Serve on projects to meet emerging technology needs and proactively improve OCIO's service level performance (25%).

Requirements

• 1-3 years experience providing technical support to customers.
• Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
• Answer incoming requests and resolve incidents emphasizing first-call resolution. Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability.
• Use our incident management system to track the progress of the request. Use and grow our documentation knowledge base to improve the consistency & effectiveness of service delivery across the team.
• Provision, maintain, and remove security privileges across all OCIO managed systems. Manage user accounts, reset passwords, and maintain permissions.
• Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned.

Benefits

• Paid time off
• 401k Matching
• Retirement Plan