IT Service Desk Technician: Tier 1–2 Support

State of Oklahoma; Oklahoma City (OK); On-site; USD 50,000 - 55,000; Full time

Job summary

The Administrative Office of the Courts (AOC) in Oklahoma City is seeking a Service Delivery Support Technician to provide Tier 1 and 2 help desk support, diagnosing hardware, software, and network issues in a fast-paced environment.

This full-time, on-site role requires strong communication, ITIL awareness, and proficiency with Windows Server, Active Directory, Microsoft 365, Intune, and Entra ID, with a focus on security and efficiency.

Qualifications

• Excellent verbal and written communication skills.
• Advanced troubleshooting for hardware, software, and network issues in a service desk.
• Analytical and problem-solving abilities with attention to detail.
• Ability to work independently and as part of a team.
• Strong organizational, customer service, and documentation skills.
• Knowledge of PC hardware and Windows-based infrastructure technologies.
• Familiarity with ITIL principles and cybersecurity frameworks.

Responsibilities

• Provide exceptional customer service by handling requests in person, by email, or by phone in a service desk environment.
• Deliver Tier 1 and Tier 2 technical support, diagnosing and troubleshooting hardware, software, and network issues.
• Monitor ITSM tickets and process them per priority and ITIL practices for incident, problem, and change management.
• Escalate high-priority incidents to ensure visibility and swift resolution.
• Assist with endpoint deployments, updates, driver installations, and BIOS configurations.
• Create and send outage/notification announcements and maintain knowledge base documentation.
• Follow security policies and NIST frameworks when handling sensitive information.

Skills

Communication

Troubleshooting

Analytical thinking

Documentation

Team collaboration

PC hardware

Customer service

Security awareness

Adaptability

Education

Two years IT employment experience

Bachelor’s degree in IT/CS or related field

ITIL Foundation certification

Tools

Windows Server

Active Directory

Microsoft 365

Intune

Entra ID

Printer queue management

Job description

The Administrative Office of the Courts (AOC) in Oklahoma City is seeking a Service Delivery Support Technician to provide Tier 1 and 2 help desk support, diagnosing hardware, software, and network issues in a fast-paced environment.

This full-time, on-site role requires strong communication, ITIL awareness, and proficiency with Windows Server, Active Directory, Microsoft 365, Intune, and Entra ID, with a focus on security and efficiency.