Position: Help Desk Technician
Agency: City of Taylor, Michigan
Period of performance: 5 years
Location: Remote: Onsite, City of Taylor, Michigan
Required Qualifications: more than 7 years of experience in IT Help Desk Support Services with similar government clients.
Job Description:
Provide 24×7 help desk support as required for critical and high priority items and to meet established SLAs.
All problem calls are routed through the level 1 help desk provided by the managed service provider. Level 1
help desk resources will be responsible for:
Opening problem call ticket
Obtaining problem description
Determining business impact
Gathering contact information
Validating problem and performing initial triage and setting of Severity Level
Problem resolution and ticket closure (if possible)
Routing of ticket to next level help desk as appropriate
Level 2
Level 2 help desk resources are responsible for:
Clarifying/validating problem description
Determining business impact
Gathering contact information
Resolving reported problem based on problem resolution documentation. Generally, problems resolved
by level 2 help desk include common problems or recurring problems (e.g., “how to” questions, printer
problems, communication or documented workaround procedures).
Closing resolved tickets as applicable
Routing ticket to next level help desk for problems in which documentation does not exist, new or
previously unknown problem is reported, or a technical/coding problem exists.
Level 3
Level 3 help desk resources are responsible for:
Resolving requests and closing resolved tickets for which help desk documentation does not exist.
Coordinating problem resolution with appropriate IT staff or third-party vendor support services.
