IT Service Desk Technician - In-Person Support

okgov; Oklahoma; On-site; USD 50,000 - 55,000; Full time

Job summary

The Administrative Office of the Courts (AOC) is seeking a Service Delivery Support Technician. This in-person role provides Tier 1 and 2 technical support, diagnosing hardware, software, and network issues in a service desk environment.

Responsibilities include excellent customer service, ITIL-aligned ticket handling, security practices per NIST, and collaboration with IT teams to deploy updates and manage accounts, while maintaining clear documentation and knowledge base content.

Qualifications

• Excellent customer service, phone and in-person support.
• Strong troubleshooting for hardware, software and network.
• Familiar with ITIL incident/problem/change management.
• Experience with endpoint deployment and updates.
• Adhere to security policies and NIST frameworks.

Responsibilities

• Provide excellent customer service by handling requests for assistance in person, by email, or over the phone in a service desk environment.
• Deliver Tier 1 and Tier 2 technical support by diagnosing and troubleshooting complex hardware, software, and network issues.
• Monitor tickets in the IT Service Management (ITSM) system and process them according to priority and ITIL principles for incident, problem, and change management.
• Escalate reported high-priority incidents or problems to ensure visibility and swift resolution.
• Leverage AI tools and emerging technologies to assist with research, troubleshooting, problem diagnosis, and automation of IT support tasks.
• Document internal IT Service Desk procedures, create and maintain accurate solutions in the knowledge base system, and conduct periodic reviews for process improvements.
• Perform software deployments, updates, driver installations, and BIOS updates using endpoint management tools.
• Create and send announcement notifications to customers regarding system outages, security alerts, and new functionality.
• Adhere to security policies and NIST cybersecurity frameworks when handling sensitive information and responding to security-related incidents.
• Assist with user account management and password resets.
• Perform other related duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Documentation

Independent work

Tools

Windows Server

Active Directory

Microsoft 365

Intune

Entra ID

Job description

The Administrative Office of the Courts (AOC) is seeking a Service Delivery Support Technician. This in-person role provides Tier 1 and 2 technical support, diagnosing hardware, software, and network issues in a service desk environment.

Responsibilities include excellent customer service, ITIL-aligned ticket handling, security practices per NIST, and collaboration with IT teams to deploy updates and manage accounts, while maintaining clear documentation and knowledge base content.