SERVICE DESK TECHNICIAN

County of York; York (York County); On-site; USD 42,000 - 64,000; Full time

Job summary

County of York is seeking a Service Desk Technician to contribute to service desk operations under general direction, providing endpoint and application support, access management, and service request fulfillment. You will participate in incident management, asset and change management, and on-call rotations while collaborating with teammates to escalate issues to the appropriate owners.

The role requires ongoing knowledge of IT operations and the ability to work on special projects as needed

Qualifications

• Provide end user support to resolve hardware, software, and access issues.
• Address requests within service level agreements and uptime requirements.
• Participate in incident management and service request fulfillment.
• Support change and asset management processes.
• Assist in implementing applications, hardware, and policies.
• Communicate with team to escalate incidents and requests to owners as needed.
• Maintain working knowledge of IT operations.
• Participate in an on-call rotation.
• Work on special projects as needed.

Responsibilities

• Contribute to service desk operations under general direction.
• Provide endpoint and application support, access management, and service request fulfillment.
• Assist in incident management, change management, and asset management.

Skills

End user support

Incident management

Service desk operations

On-call rotation

Job description

Description

The Service Desk Technician will actively contribute to service desk operations under general direction. Duties and responsibilities include but are not limited to endpoint support, application support, access management, and service request fulfillment.

Requirements

• Serve as a technical resource for service desk operations addressing requests within service level agreements and defined uptime requirements.
• Provide end user support to resolve hardware, application, and access issues.
• Participate in incident management, service request fulfillment, change management, and asset management.
• Participate in application, hardware, policy, and procedural implementations.
• Communicate with team members to elevate incidents and service requests to appropriate service owners as necessary.
• Maintain working knowledge of IT operations and functions.
• Participate in an on-call rotation.
• Work on special projects as needed.
• Other duties as assigned.