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Tier-1 Service Desk Analyst

Date Posted:  Oct 30, 2019
Requisition ID:  26802

Indianapolis, IN, US, 46204

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


About the Indiana Department of Revenue

The Indiana Department of Revenue is responsible for providing service to Indiana citizens regarding state tax matters. Additionally, the department administers state tax laws, develops regulations and makes decisions about tax policy.  Salary for this position is commensurate with education and job experience.



Salary for this position is commensurate with education and job experience.

About the Job

As a Tier-1 Service Desk Analyst you provide technical support for technology products and systems to DOR internal users and serves as the first-line of contact to DOR internal customers' requests and incidents.  You will support approximately 400 - 450 employees (depending on the season) located in IGCN, Ameriplex, and the District Offices across most of the DOR Divisions using the Genesys Customer Interaction Center (CIC) software and associated interfaces such as RPS. Also, you will work to ensure the highest level of customer focus, with a strong commitment to the taxpayers of Indiana through continuous, innovative methods to increase accuracy, efficiency and productivity in all areas of departmental operations and tax administration.

A Day in the Life
  • Supports service management tasks for Service Desk in an efficient and accurate manner by leveraging ITIL best practices, personal technical knowledge, and available Knowledge Management resources 
  • Serves as a liasion between IOT and DOR-ITD customers for requests and incidents requiring IOT assistance and coordination
  • Seeks thorough understanding of customer requests and incidents for efficient fulfillment of requests and incident resolutions
  • Provides technical customer service support and resolution through phone and/or physical/remote sessions to DOR users for various end-user related hardware and software, desktop/laptop, application systems, servers, database, peripherals, and related LAN network systems requests and issues ranging from low to mid-level of difficulty and complexity
  • Understand and document user requirements for application using CIC, Personal Computers, Printers, IPADs, etc. 
  • Documentate and develop training tools to increase users’ technical knowledge and efficiency.  
  • Troubleshoot reported problems, collecting forensic information to provide the the IOT Contact Center support team.
  • Fulfill configuration requests for users, workgroups, roles, phones, inbound/outbound calling and IRV call flows.  
  • Provide desktop hardware and sofware support along with Move/Add/Change support for relocations, construction projects for remodeling, etc.     
  • Project management, testing, and deployment support for the quadrennial Computer refresh/Operating System upgrade
  • Drafts new or modifies procedures and incidents and any resolutions for population into the Knowledge Management repository  
  • Leverages personal technical knowledge, documented procedures, and available Knowledge Management repository to diagnose, troubleshoot, research, analyze, and resolve incidents and fulfill requests
  • Configures and resets access accounts for systems as required
  • Processes software and hardware requests by coordinating user setups, installations and upgrades and assisting with any necessary setups/installations as needed
  • Answers and responds to all calls and service desk tickets within agreed service levels
  • Documents user requests and incidents thoroughly and all work performed that enables closure of the ticket
  • Drafts new and/or missing procedures and updates existing support documentation
  • Conveys resolutions to customer incidents and assists with Problem Management
  • Escalates calls and issues to next tier level support, senior managers & team leaders, as needed and  only after all attempts to fulfill/resolve by analyst have been exhausted
  • Takes ownership of service tickets by working through to fulfillment and resolution
What We're Looking For
  • Associates Degree with 2+ years Service Desk experience in an Information Systems technical environment
  • Or High School Diploma with equivalent technical training/certification and 4 years IT technical experience
What You'll Need For Success
  • Knowledge of ITIL and IT Service Management
  • Knowledge of Service Desk in a technical environment
  • Knowledge of Windows systems including: troubleshooting desktop/laptop systems, system  configuration and how to navigate system, software installations/configurations, knowledge of locations of logs and ability to analyze them, knowledge of Microsoft Backoffice products and technologies, knowledge of HTML, XML, Java, and developer tools, browsers and browser settings/configurations
  • Knowledge of security concepts and guidelines
  • Ability to communicate affectively verbally and in writing
  • Excellent customer service skills
  • Excellent analystical and problem solving skills
  • Prefer 3+ years of solid knowledge of technologies that may include:

•    Oracle/SQLServer SQL Language

•    Oracle/SQLServer Database technologies and tools

•    Oracle Weblogic and Fusion Middleware

•    Oracle Forms/Reports 11g

•    UNIX/Linux

Supervisory Responsibilities/Direct Reports:
This role does not provide direct supervision to direct reports.


Benefits of Employment with the State of Indiana

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave


Equal Employment Opportunity

The State of Indiana is an Equal Opportunity Employer


Additional Notes

Employee may access Federal Tax Information while performing daily job duty.  All taxpayer information, federal and state, obtained by an employee in the performance of his/her duties is confidential and not to be shared with anyone outside the Department, except as specified by the Indiana Statute.  Any employee or officer of the Department of Revenue who accesses tax information without a business reason, unofficially or without approval, will be dismissed from employment.

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis