Service Desk Lead IT Customer Support Senior Specialist

The Department of Revenue (DOR) Information Services division is recruiting for anIT Customer Support Lead (IT Customer Support Senior/Specialist) eager to join our Customer Services organization.

This position shares similar responsibilities for the daily operations of our Service Desk along with a second IT Customer Support Lead. This lead position provides expertise for DOR end-user computer environment. Using advanced knowledge and understanding of IT practices and business processes to deliver next-level technical and organizational leadership for escalated requests and to ensure service delivery to customers.

Who we are:
This is an opportunity to work with dynamic supportive teams: we value the open exchange of ideas and information work together to solve problems and continuously seek ways to enhance usability and improve customer service. We believe that the success of one is key to the success of all and strive to ensure a cooperative and supportive environment.

Who you are:
You are someone who actively contributes to group success through constructive feedback ideas and suggestions. You enjoy continuous learning sharing knowledge and skills and find satisfaction in helping others grow.

You must be able to quickly adapt and adjust priorities and respond to the evolving needs of a diverse set of end users including tax policy specialists revenue agents and auditors excise tax examiners and tax administrators who use complex technology tools to perform critical revenue collection functions for state and local agencies

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance with amazing leadership and talented co-workers ready and focused on achieving the agencys goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color immigrants refugees LGBTQ people with disabilities and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans health dental and vision coverage and deferred compensation plans.

Visit these links to watch ourrecruitmentvideotofind out more about our agency andseewhatour employeessayabout why Revenue is a great place to work.

In this role you will provide technical leadership and expertise to the technical team that supports our staff using DOR workstations applications and systems. Providing Tier 3 troubleshooting and resolution for escalated problems from 14 technology support positions who support approximately 1800 end-user devices used by 1300 staff across the state and nation. This position also recommends new end-user technologies and ensures seamless integration between complex technologies.

Our IT Customer Support Lead can expect to:

• Serve as an escalation point for troubleshooting and resolving highly complex end-user technology systems including installing testing validating and recommending solutions for end-user computing technology information systems.
• Mentor junior staff on additional troubleshooting steps to resolve issues while building their knowledge skills and abilities.
• Use advanced technical knowledge skills and abilities to resolve escalated or complex technology issues and implement out of box solutions as needed.
• Participate as a technical team member or lead on agency project efforts.
• Ensure IT service delivery needs are represented on agency-wide projects.
• Develop the processes that govern the disposition of all equipment to ensure it is properly disposed of and documented.
• Keep up with current and new developments in information technology.

The ideal candidate will possess the following knowledge skills and abilities as well as a demonstrated ability in the following areas:

• Diagnosing complex technical issues efficiently.
• Implementing long-term solutions rather than temporary fixes.
• Communicating findings clearly to technical and nontechnical audiences.

• Developing complex scripts to automate administrative tasks.
• Troubleshooting and enhancing existing automation.
• Translating technical requirements into a scalable scripting solution.

• Maintaining accurate inventory records and asset controls.
• Conducting audits and ensuring compliance.
• Using data to forecast needs and reduce operational waste.

• Leading service desk operations and ensuring SLA adherence.
• Mentoring technicians and building team capability.
• Managing escalations and driving process improvements.

Preference may be granted to applicants who possess:

• A bachelors degree or higher ANDsix years of experience in Information Technology with a minimum of 4 years continuous dedicated and professional end-user technology solutions work experience.
• One year of experience supervising or leading IT professionals providing customer service including troubleshooting problem resolution installation and maintenance of end-user technology solutions.

To be considered:

• Complete your online application in detail.
• Attach a cover letterexplaining your knowledge skills abilities and desire for this position.

*Note - Incomplete applications and applications received without the requested attachments may be disqualified.*

To take advantage of Veterans preferenceplease attach your DD-214 member 4 long form or your NGB-22. Please black out your Social Security number and date of birth before attaching.

Hello my name is Patrick and I will be assisting with this announcement. As a 20-year Army veteran I understand the difficulty of finding an enjoyable career with a work-life balance. At Revenue we pride ourselves on connecting talented individuals with opportunity and would like to answer any questions you have. Please contact any part of the Staffing team ator give me a call .

The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.

This position has been designated as having access to Federal Tax Information (FTI) provided bythe Internal Revenue Service (IRS). In order to access this information you will need to:

• Comply with the FTI background check requirements consisting of:
  • FBI National background check (fingerprinting required)