IT Help Desk Analyst I - Tier 1 Support & IT Projects

Family & Children's Services; Norman (OK); On-site; USD 36,000 - 54,000; Full time

Job summary

Family & Children’s Services in Oklahoma is seeking an IT Support Specialist to provide Tier 1 desk-side and Help Desk support for desktop hardware, software, and network connectivity.

You will resolve issues via remote and on-site assistance, document tasks in an ITIL-based tracking system, and collaborate with IT Engineering on projects and infrastructure improvements. Flexibility for non-standard hours is required.

Qualifications

• Must be a high school graduate or have HS equivalent.
• Associate's degree preferred.
• Experience in computer maintenance and user support required.
• Strong communication and interpersonal skills are essential.
• Ability to work with vendors and staff at multiple agencies.
• Flexible for non-standard hours and on-call as needed.

Responsibilities

• Provide Tier 1 desk-side and Help Desk support for desktop hardware, software, and network connectivity.
• Resolve issues through remote and on-site assistance, ensuring timely ticket closure in the ITIL-based tracking system.
• Configure, deploy, and maintain computers, printers, scanners, and peripherals.
• Manage hardware and software inventory and documentation.
• Collaborate with IT Engineering on projects and infrastructure improvements.
• Complete special projects and assist IT Support Services Manager with priorities.
• Support agency events and maintain IT labs and work areas.
• Assist in acquiring network equipment and peripherals.
• Research and recommend hardware/software solutions to meet needs.
• Participate in ongoing training and maintain technical proficiency.
• Support end-user training and guidance on technology use.

Skills

Desk-side support

Customer service

Communication

Multi-tasking

Independent / self-starter

Education

High school diploma or equivalent

Associate's degree preferred

Tools

ITIL-based tracking system

Vendor coordination

Remote support tools

Equipment deployment

Job description

Family & Children’s Services in Oklahoma is seeking an IT Support Specialist to provide Tier 1 desk-side and Help Desk support for desktop hardware, software, and network connectivity.

You will resolve issues via remote and on-site assistance, document tasks in an ITIL-based tracking system, and collaborate with IT Engineering on projects and infrastructure improvements. Flexibility for non-standard hours is required.