Information Technologist 1 (20024734, 20022421)

Primary Job Skill: Information Technology

Primary Technology: IT Service Management Tools

About the Role

The State of Ohio's Department of Rehabilitation and Correction is seeking an Information Technologist 1 to join their Operation Support Center. This role involves providing support and service to information system users within a computer or telecommunication network.

Key Responsibilities

• Provide support and service to information system users on various network environments using established methods and procedures.
• Install and monitor systems, providing support to IT specialists.
• Support ODRC Information System users and/or IT specialists in adherence to ODRC policies and procedures.
• Provide support and services within the ODRC Helpdesk to internal and external customers.
• Create and analyze incident and problem tickets to ensure proper completion and assignment of incidents or service requests.
• Ensure all policies and procedures are followed for prioritization, categorization, and escalation.
• Initiate first-level resolution within access and security authority and follow up to ensure resolution within service level agreements (SLAs).
• Act as a liaison for services within the ODRC Helpdesk.
• Assist with on-boarding processes for new employees.
• Collaborate with other program areas by interfacing and utilizing other IT applications or platforms.
• Participate in and/or provide technical IT assistance related to projects, tasks, and assignments.
• Facilitate group assignments between the ODRC helpdesk and IT Service Owners.
• Assist with managing the ODRC Knowledgebase.
• Generate enhancements for existing infrastructure, software, or database systems in compliance with specifications and standards.
• Assist in developing procedures, task plans, training, and job aids.
• Attend meetings to gather and coordinate activities for requirement gathering.
• Support organizational objectives by strengthening processes and performance management to improve customer service outcomes.
• Assist with ODRC initiatives and risk management.
• Stay current regarding new technologies in the assigned IT area and attend trainings, meetings, and conferences.
• Work on special projects and committees as assigned.
• May be required to give presentations and conduct training.
• Respond both verbally and in writing to questions and concerns.

Requirements & Tech Stack

• Knowledge of computers and electronics.
• Experience with IT Service Management Tools.
• Experience in providing customer support.
• Experience with basic hardware or software troubleshooting using pre-determined methods.
• Familiarity with standalone, client/server, web-based, and/or networked environments.

Qualifications

• 6 months of combined work experience in any combination of the following:
• Computers and/or electronics.
• Telecommunications performing routine analysis, programming, installation, maintenance, and/or systems support.
• Solving problems with pre-determined methods on basic hardware or software.
• Providing customer support.
• Or 2 courses in computer science or information systems.
• Or equivalent of minimum class qualifications for employment.