Service Desk Technician (Info. Tech. 2)

Office of Information Services

The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round-the-clock operation of automated information systems. Due to the number of end-users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government. Learn more about the Office by visiting the ODJFS OIS webpage.

What You’ll Do

As a Service Desk Technician, you will be working with a diverse team to provide technical support across all 88 counties in Ohio. The successful candidate will be expected to handle a variety of service desk requests in a timely, courteous, and professional manner, ensuring all users receive prompt and effective assistance. You will use your technical knowledge to troubleshoot and resolve IT issues, manage service tickets, and collaborate with team members to identify areas for process improvement and service enhancement.

This position requires a proactive approach to resolving issues, excellent customer service skills, and the ability to work well under pressure in a fast-paced environment. As part of a dynamic team, you will have the opportunity to enhance your technical expertise and contribute to the ongoing success of the ODJFS’s IT services.

Typical duties include but are not limited to:

Provide front-line technical support for ODJFS employees across Ohio, assisting with hardware, software, network, and access-related issues.

Handle service desk requests via phone, email, and ticketing system, ensuring issues are resolved efficiently and in accordance with established protocols.

Maintain clear and concise communication with users to gather information about issues and provide updates on resolution status.

Work closely with IT teams to escalate more complex issues and collaborate on troubleshooting and system improvements.

Document all service desk interactions and resolutions accurately in the ticketing system, ensuring proper tracking of issues and outcomes.

Continuously seek ways to improve IT support processes and user experience, providing feedback and suggestions for service improvements.

Participate in the development of support documentation, ensuring that end users have access to clear, accurate resources for self-service troubleshooting.

Support IT security protocols by assisting with tasks such as password resets and user access management

Schedule\: Position requires 8 hours a day/5 days a week between 7a & 6p. In the event of emergencies or service outages, work outside these hours will be required.

Travel\: Travel is not expected. Occasional training or professional development opportunities may require travel.

PN(s)\: 20044268

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

Medical Coverage

Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period

Paid time off, including vacation, personal, sick leave and 11 paid holidays per year

Childbirth, Adoption, and Foster Care leave

Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)

Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

The ideal candidate, at minimum, must have the following\:

OPTION 1:

18 months experience in any combination of the following\: Computers and/or telecommunications, software and/or hardware, applications, support products, projects or databases for small scale systems OR programs/pieces of larger systems.

AND

12 months of combined work experience as specified by the agency position description & job posting.

Option 2\:

Completion of associate core program in Computer Science or Information Systems

AND

12 months of combined work experience as specified by the agency position description & job posting.

Or

Equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 32. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $29.23 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Pay Range 32

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Step 8

Step 9

Hourly

$29.23

$30.51

$32.08

$33.64

$35.31

$37.03

$38.84

$40.78

$42.81

Annual

$60,798

$63,461

$66,726

$69,971

$73,445

$77,022

$80,787

$84,822

$89,045

Months of Employment

At Hire

6 months

18 months

30 months

42 months

54 Months

66 Months

78 Months

90 Months

Telework & Work-From-Home

All positions at ODJFS are in-office positions. We are currently migrating from remote work to in-office work. Should you be invited for an interview or assessment, please inquire at that time if this is an in-office position or a currently/temporarily remote position.

ADA Notice

If you require an accommodation based on a disability for any step of the selection process, please contact

Selection Priority Notice

Current employees of ODJFS in the OCSEA union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA applicant is not selected for this position.

Background check information

The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

Sponsorship/H-1B information

This position is not eligible for sponsorship.

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

Public Assistance

Workforce Development

Unemployment Insurance

Adult Protective Services

Child Support

Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!

Guiding Principles

We will be a leader in customer satisfaction.

We will have a reputation that attracts and retains talented, diverse, and dedicated employees.

We get better at what we do everyday.