Senior IT Client Support Technician III

Socket.dev; Frankfort (KY); On-site; USD 53,000 - 72,000; Full time

Job summary

The Commonwealth Office of Technology in Frankfort, KY, seeks an IT Client Support Technician III to provide expert user support, install hardware and agency software, and coordinate IT equipment deployment.

This role reports to the Office of Client Support Services and requires strong communication, multitasking, and the ability to resolve complex incidents in a high-stress environment. A background in endpoint management and ServiceNow is preferred.

Qualifications

• High School Graduate required.
• Three years of experience in centralized endpoint management, systems analysis, systems support, or computer operating systems.
• Substitution: additional education in IT or related field may substitute for the required experience.
• Substitute EXPERIENCE for EDUCATION: further education or IT certs may 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

Verbal and written communication

Work under pressure

Time management

Take initiative

Education

High School Graduate

Tools

ServiceNow

Job description

The Commonwealth Office of Technology in Frankfort, KY, seeks an IT Client Support Technician III to provide expert user support, install hardware and agency software, and coordinate IT equipment deployment.

This role reports to the Office of Client Support Services and requires strong communication, multitasking, and the ability to resolve complex incidents in a high-stress environment. A background in endpoint management and ServiceNow is preferred.