This position is telework eligible (hybrid) under the current DAS telework agreement.

*Two positions

*For working hours (First shift hours of operation are 7AM to 5PM.) Onsite staffing at the assigned workplace will vary and is based upon business need.

About Us:

The Ohio Department of Administrative Services (DAS), Office of Information Technology (OIT) is seeking two experienced and motivated professionals to serve as an Information Technologist 1 for the Infrastructure Services Division/CSC team.

What You'll Do:

Provides support to information system users and/or IT specialists in adherence to established CSC policies and procedures:

· Provides support and services within the Customer Service Center (CSC) to support OIT services for State Agencies, Boards & Commissions.

· Creates, and analyzes incident & problem tickets to insure proper completion and assignment of incident or service request.

· Follows established policy and procedures for prioritization categorization.

· Follows escalation procedures established by CSC

· Initiates first level resolution within confines of access and security authority, utilizing published processes and procedures

· Follows up to ensure first level resolution within time limits prescribed by service level agreements (SLAs)

· Acts as liaison for services within the CSC

· Assists with on-boarding processes for new employees

· Collaborates with other program areas by interfacing and utilizing other IT applications or platforms.

· Participates in and/or provides technical IT assistance related to projects, tasks, and assignments.

· Facilitates group assignments between the CSC and IT Service Owners, as needed.

Assists with managing CSC Knowledgebase

Generates enhancements for existing infrastructure, software or database systems in compliance with specifications and standards:

· Assists in developing procedures, task plans, trainings and job aids and attends meetings to gather and coordinate activities for requirements gathering.

· Works toward improved customer services through process and performance management

· Assists with CSC initiatives as needed

· Assists with managing risks and changes related to CSC processes, projects and procedures.

Provides overflow and backup services for OAKS Helpdesk processes and Direct Assistance activities.

What’s in it for you:

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

Medical Coverage

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Minimum Qualifications

-2 courses in computer science or information systems.

-Or 6 mos. combined work experience in any combination of the following: computers &/or electronics and/or in telecommunications performing routine analysis, programming, installation, maintenance and/or systems support, solving problems with pre-determined methods on basic hardware or software including experience providing customer support.

-Or equivalent of minimum class qualifications for employment noted above.

Knowledge, Skills, and Abilities

Knowledge:

1. Computer hardware and software, including applications and programming

2. Ticketing software (e.g. Service Now)

3. Customer Service techniques and standards

4. State and agency policies, procedures and applicable laws (e.g. first contact resolution procedure, CSC standard operating procedures) *

5. Vision, mission and goals of agency*

6. Training and Development

Skills:

7. Automated Call Distribution

8. Technical writing and documentation practices (e.g standard operating procedures, training documents, work flow diagrams)

9. Reading/verbal comprehension (i.e. comprehend and apply written & verbal instructions)

10. Operating PC Hardware and Software (e.g. MS Word, Excel, PPT, Outlook and Teams)

11. Critical thinking (i.e. impact analysis, troubleshooting)

12. Operation monitoring (i.e. assessing/monitoring process improvement)

Abilities:

13. Communication (e.g. Oral, Written, Active Listening)

14. Problem sensitivity/problem solving

15. Time Management (e.g. organization and prioritization)

16. Active learning

*developed after employment

The final candidate selected for this position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.