Service Desk Technician

Job Posting Title

Agency

Supervisory Organization

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Job Type

Compensation

Job Description

As a Service Desk Technician with OMES you will enjoy:

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Job Details

• Full-time 40-hour work weeks
• Supports the Information Services Division.
• $43,250 Salary is based on education and experience.
• This is an on-site position located in Oklahoma City, OK.
• Sponsorship: At this time, we cannot offer sponsorship now or in the future.

Position Summary

Service Desk Technician provides first-line technical support and endpoint triage for the Information Services division of Oklahoma Management and Enterprise Services (OMES). Operating within an onsite call center environment, this role serves as the central voice and digital gateway for enterprise users statewide. The individual in this position is responsible for consistent inbound call response, initial issue diagnosis, and remote end-user assistance across Windows, macOS, iOS, and Android platforms, ensuring high first-contact resolution rates and exceptional customer service delivery.

Key Responsibilities

Call Center Operations & Immediate Triage

• Respond to inbound service requests via phone (maintaining consistent response times), self-service portal, chat, and email queues.
• Maintain a professional, patient, and effective telephone presence while troubleshooting under fast-paced service desk conditions.
• Conduct immediate remote diagnostics to resolve incidents on first contact whenever possible, actively driving the annual increase of cases resolved by the service desk.
• Perform initial categorization, prioritization, and escalation of urgent or high-impact technical incidents.
• Guide and train end-users over the phone on application usage, portal navigation, and self-service procedures.

Remote Diagnostics & Endpoint Administration

• Leverage enterprise remote assistance tools to support geographically distributed agency users across statewide locations.
• Troubleshoot remote workstation connectivity, enterprise VPN configurations, software errors, and operating system issues on Windows and macOS.
• Administer initial access management and identity requests, including Active Directory password resets, account unlocks, and Microsoft 365 licensing/group updates.
• Perform remote mobile device support and basic management for iOS and Android enterprise devices.
• Diagnose peripheral, printing, and hardware issues via telephone and remote tools prior to dispatching onsite field support.

Service Management & Operations

• Utilize ServiceNow for end-to-end incident logging, service request processing, asset tracking, and precise case documentation.
• Maintain compliance with established Service Level Agreements (SLAs), prioritizing customer satisfaction and continuous communication.
• Route complex or unresolvable technical issues to higher support tiers (Tier 2/3 Onsite Endpoint Teams, Systems, or Network Operations) with comprehensive initial diagnostic notes.
• Follow up with users post-resolution to confirm complete problem resolution before closing tickets.
• Author and update knowledgebase (KB) articles for common resolutions and call center workflows.

Education and Experience Requirements

Must meet one of the following criteria:

• Associate’s degree in Information Technology, Computer Science, or a related field; OR
• 48+ completed semester hours towards an IT degree at an accredited college or technical school; OR
• High School Diploma or GED plus 1 to 2 years of help desk, customer service, or technical support experience; OR
• An equivalent combination of education and experience.

Knowledge, Skills, and Abilities

Knowledge:

• Practical understanding of Windows, macOS, iOS, and Android operating systems in enterprise environments.
• Basic familiarity with ServiceNow (or similar ticketing systems), Active Directory, Microsoft 365 administration, and remote management tools.
• Fundamental understanding of network connectivity, enterprise VPNs, and logical IT troubleshooting principles.

Skills:

• Professional telephone presence, active listening, clear verbal communication, and customer service delivery.
• Strong logical problem-solving, basic analytical diagnostics, and organizational habits under SLA timeframes.
• Precise technical logging skills for maintaining clear ServiceNow records and contributing to knowledge base content.

Abilities:

• Ability to multitask across softphone systems, ticketers, and remote tools in a fast-paced team environment.
• Ability to collaborate effectively with hybrid and field technicians to ensure seamless hand-off of escalated issues.
• Ability to learn quickly and adapt to system changes, software updates, and updated operational guidelines.

Physical Demands and Work Environment

• Work is performed onsite in a structured call center office setting with a comfortable, mild-noise environment.
• Requires extended periods (up to 8 hours daily) of sitting, working at a desk, keyboarding, and utilizing phone/headset equipment.
• Occasional standing, walking, or light lifting (up to 15–30 pounds) may be required.
• Occasional travel between local or statewide agency sites may be required.
• May be required to work nights, weekends, or participate in on-call shifts to support operational demands.

About OMES

The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners’ goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.

If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information:

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