Help Desk Specialist

Schedule: Full-time

The Supreme Court of Ohio is seeking an experienced professional to fill the position of Help Desk Specialist within the Office of Information Technology. The successful candidate will perform a variety of technical, procedural, clerical, and administrative tasks; provides technical assistance and support for the Court staff, Justices, and other users of the Court’s information systems including staffing the Court’s help desk, troubleshooting technical problems over the phone or in person, and assisting help desk technicians in providing training for users in desktop applications.

What’s in it for you:

The State of Ohio offers an excellent benefits package which includes extensive medical, dental, and vision insurance, 11 paid holidays, at least a 14% employer contribution into your OPERS pension plan, employee tuition reimbursement and much more! To view all that's in it for you, please visit Total Rewards.

What you will do:

Serve as a first level help desk call screener for the office, including categorizing and prioritizing requests, routing calls and assigning tickets to the appropriate person.

Responsible for user support functions including troubleshooting and resolving end user technology issues.

Assist help desk technicians with the setup and implementation of desktop PC’s, software, and printers. Also assist help desk technicians with setup of new user profiles and training for hardware and software applications for end users.

Provide phone support for external users of the Court’s website applications. Responsible for resetting passwords, assisting users with remote access and VPN connections, and assisting help desk technicians with configuring software, and troubleshooting issues.

Escalate helpdesk issues to appropriate subject matter experts and follows up.

Document problems and solutions in ticketing system and develops knowledgebase articles, FAQs, and other training materials.

Use research and information retrieval skills to answer questions and resolve issues, including the use of resources such as knowledge bases, manuals, support sites, and vendors. Builds relationships and rapport with other IT staff and users.

Assist Court personnel with various technology related tasks, such as creating PowerPoint presentations, importing/exporting information into Excel, etc.

Assist help desk technicians in developing lessons and training small groups of Court employees on application software.

Manage inventory records and tracks expenditures for hardware, software, license renewals and support agreements.

Monitor IT storeroom inventory for adequate levels of stock for copiers, printers, departmental office supplies, and handles tre-ordering of the supplies. Creates purchase requisitions.

Coordinate salvage disposal of retired equipment.

Provide occasional administrative support for the office such as word processing, note taking, and scheduling. Open and distribute mail; answers phones; directs callers and visitors for the department.

What we’re looking for:

Requires an Associate’s Degree in computer science, Information Technology, or related computer field, or three or more years of progressive and related experience in IT helpdesk operations, IT support functions, or another related field.

Demonstrated proficiency in the Microsoft Office suite of products.

Previous administrative experience; ability to handle many tasks at one time; attention to detail; organizational skills.

*Special Requirements: This position is regularly exposed to sensitive information and the incumbent is expected to keep any such information strictly confidential. This position requires the incumbent to be able to lift 50 pounds and is required to stand, walk, use hands to handle equipment, stoop, kneel, crouch and crawl.

Professional Skills: Active Learning, Attention to Detail, Customer Focus, Establishing Relationships, Teamwork

Technical Skills: Information Technology, Basic Documentation, Computer Literacy, Customer Service, Training