Information Technologist 1 - Customer Service Center (CSC)

Ohio Department of Administrative Services•Columbus, OH

23h

About The Position

Provides support & services within the Customer Service Center (CSC) to support OIT services for State Agencies, Boards & Commissions. Creates, & analyzes incident & problem tickets to insure proper completion & assignment of incident or service request. Follows established policy & procedures for prioritization categorization. Follows escalation procedures established by CSC Initiates first level resolution within confines of access & security authority, utilizing published processes & procedures Follows up to ensure first level resolution within time limits prescribed by service level agreements (SLAs) Acts as liaison for services within the CSC Assists with onboarding processes for new employees Collaborates with other program areas by interfacing & utilizing other IT applications or platforms. Participates in &/or provides technical IT assistance related to projects, tasks, & assignments. Facilitates group assignments between the CSC & IT Service Owners, as needed. Assists with managing CSC Knowledgebase Generates enhancements for existing infrastructure, software or database systems in compliance with specifications & standards Assists in developing procedures, task plans, trainings & job aids & attends meetings to gather & coordinate activities for requirements gathering. Works toward improved customer services through process & performance management Assists with CSC initiatives as needed Assists with managing risks & changes related to CSC processes, projects & procedures. Provides overflow & backup services for OAKS Helpdesk processes & Direct Assistance activities.

Requirements

6 mos. combined work experience in any combination of the following: computers &/or electronics and/or in telecommunications performing routine analysis, programming, installation, maintenance and/or systems support, solving problems with pre-determined methods on basic hardware or software including experience providing customer support.
Or 2 courses in computer science or information systems.
Or equivalent of minimum class qualifications for employment noted above.
Computer hardware & software, including applications & programming
Ticketing software (e.g. Service Now)
Customer Service techniques & standards
State & agency policies, procedures & applicable laws (e.g. first contact resolution procedure, CSC standard operating procedures)
Vision, mission & goals of agency
Training & Development
Automated Call Distribution
Technical writing & documentation practices (e.g standard operating procedures, training documents, work flow diagrams)
Reading/verbal comprehension (i.e. comprehend & apply written & verbal instructions)
Operating PC Hardware & Software (e.g. MS Word, Excel, PPT, Outlook & Teams)
Critical thinking (i.e. impact analysis, troubleshooting)
Operation monitoring (i.e. assessing/monitoring process improvement)
Communication (e.g. Oral, Written, Active Listening)
Problem sensitivity/problem solving
Time Management (e.g. organization & prioritization)
Active learning

Responsibilities

Provides support & services within the Customer Service Center (CSC) to support OIT services for State Agencies, Boards & Commissions.
Creates, & analyzes incident & problem tickets to insure proper completion & assignment of incident or service request.
Follows established policy & procedures for prioritization categorization.
Follows escalation procedures established by CSC
Initiates first level resolution within confines of access & security authority, utilizing published processes & procedures
Follows up to ensure first level resolution within time limits prescribed by service level agreements (SLAs)
Acts as liaison for services within the CSC
Assists with onboarding processes for new employees
Collaborates with other program areas by interfacing & utilizing other IT applications or platforms.
Participates in &/or provides technical IT assistance related to projects, tasks, & assignments.
Facilitates group assignments between the CSC & IT Service Owners, as needed.
Assists with managing CSC Knowledgebase
Generates enhancements for existing infrastructure, software or database systems in compliance with specifications & standards
Assists in developing procedures, task plans, trainings & job aids & attends meetings to gather & coordinate activities for requirements gathering.
Works toward improved customer services through process & performance management
Assists with CSC initiatives as needed
Assists with managing risks & changes related to CSC processes, projects & procedures.
Provides overflow & backup services for OAKS Helpdesk processes & Direct Assistance activities.