Field Services IT Technician III – Advanced Support

Commonwealth of Kentucky; Frankfort (KY); On-site; USD 748,000 - 770,000; Full time

Job summary

Commonwealth of Kentucky in Frankfort seeks an IT Client Support Technician III to deliver end-user hardware and software support, and coordinate installation of agency software and printers per enterprise standards.

The role troubleshoots complex issues, supports incidents, logs tickets in ServiceNow, and liaises with IT teams to ensure timely resolutions in a fast-paced government environment.

Qualifications

• Three years of experience in centralized endpoint management, systems analysis, systems support, or computer operating systems.
• Substitute EDUCATION for EXPERIENCE: Additional education in computer science, IT, or related field will substitute for the required experience on a year-for-year basis.
• Substitute EXPERIENCE for EDUCATION: Additional experience in centralized endpoint management, systems analysis, systems support, computer operating systems, or related field will substitute for the required education on a year-for-year basis OR a certification in an IT-related field will substitute for the required education.

Responsibilities

• Provide technical direction and support to end users.
• Act as a liaison between customers and other COT teams.
• Monitor service desk tickets to ensure timely response and resolution.
• Submit recommendations to workgroups and teams pertaining to technology efforts.
• Asset Reporting and accounting measures.
• Log and track customer issues within ServiceNow.
• Maintain accurate record reporting in ServiceNow relating to hardware inventory transfers and ticket management.
• Assist lower-level technicians by providing advanced technical expertise.

Skills

Customer service skills

Experience in computer hardware and软件?

Education

High School graduate

Job description

Commonwealth of Kentucky in Frankfort seeks an IT Client Support Technician III to deliver end-user hardware and software support, and coordinate installation of agency software and printers per enterprise standards.

The role troubleshoots complex issues, supports incidents, logs tickets in ServiceNow, and liaises with IT teams to ensure timely resolutions in a fast-paced government environment.