Job Description

Key Responsibilities
• Serve as the primary point of contact for end users requiring support for the State's web application.
• Diagnose, troubleshoot, and resolve Tier 1 technical issues related to application functionality, login/access problems, system navigation, and basic configuration.
• Guide users through step-by-step solutions with patience and professionalism.
• Gather detailed information needed for efficient escalation to Tier 2 technical teams.
• Document symptoms, error messages, steps to reproduce, user environment details, and preliminary troubleshooting actions.
• Follow escalation protocols to ensure timely resolution of complex issues.
• Create and maintain help desk documentation, including standard operating procedures, troubleshooting guides, and FAQs.
• Provide clear, concise, and empathetic communication to end users.
• Maintain high customer satisfaction through timely and professional interactions.
• Manage incoming requests via phone, email, and ticketing systems.
• rack and monitor open tickets, ensuring progress and timely closure.
• Suggest improvements to help desk operations based on recurring patterns.

Required Skills
• 5+ years of help desk, service desk, or technical support experience.
• Strong knowledge of web applications, browsers, and basic networking concepts.
• Proficiency with ticketing systems (e.g., ServiceNow, Zendesk, Jira, Freshservice).
• Excellent problem-solving, analytical, and communication skills.
• Experience supporting non-technical users in a professional environment.
• Strong customer service orientation.
• Ability to work independently and as part of a cross-functional team.
• High attention to detail and strong organizational skills.
• Ability to multitask and prioritize in a fast-paced environment.

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