• Job Description

  Req#: 24000CGT

  BWC is currently operating under a hybrid schedule that may incorporate both teleworking and in-person office hours. Employees must be able to report to the office when requested by management &/or for their initial job training.

  What You’ll Be Doing:
  Under immediate supervision of the BWC Service Desk Manager, utilizes knowledge of computers & electronics in order to provide service, installation & monitoring support.

  • Providing support & service to information system users on a computer or telecommunication network running in stand-alone, client/server, web-based &/or networked environment using established methods & procedures (e.g. assists users with basic PC tasks, password & voice mail resets, printers/scanners, cell phones, e-mail).
  • Performing routine analysis to resolve problems (e.g. remote assistance, probing questions, knowledge base).
  • Unpacking, staging &/or racking hardware.
  • Performing set-up & installation for hardware &/or software.
  • Monitoring network connectivity.
  • Learning & changing application coding specifications (e.g. classifying incidents in ticketing system).
  • Installing telecommunications hardware & wiring.
  • Monitoring systems & notifying higher-level staff of concerns.
  • Performing related duties as assigned (e.g. promotes system security & awareness by adhering to BWC’s &/or State’s IT security policies & standards).
    • drafts new knowledge base articles & job aids & updates existing documents.
    • performs follow-up to resolve stale incidents.
    • maintains ticketing system to ensure accurate reporting.

  To Qualify, You Must Clearly Demonstrate:
  Required Experience and/or Education:

  • 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 2 courses in computer science or information systems.
  • Or equivalent of minimum class qualifications for employment noted above.
    
    Job Skills: Information Technology
    Professional Skills: Active Learning, Attention to Detail, Customer Focus, Verbal Communication, Continuous Improvement

  Major Worker Characteristics:
  Knowledge of computers & electronics, oral & written communication tools & techniques, customer support & personal service, state & Ohio Bureau of Workers’ Compensation (BWC) policy, procedures & applicable laws*, vision, mission & goals of BWC, telecommunications, Information Technology (IT) security principles & methods, mathematic principles relative to assigned area in IT, safety practices, operating systems installation & configuration procedures, network standards, protocols & procedures, platform usage, capabilities & applications of network equipment including hubs, routers, switches, bridges, servers & related hardware, technology design techniques, basic internet server maintenance techniques, back-up & recovery techniques & technical writing & documentation; Information Technology Service Management Software*; Knowledge Centered Support*; Mobile Device Management*.
  Skill in reading comprehension, speaking, service orientation, installation, troubleshooting, critical thinking, systems evaluation & operation monitoring; remote support*; written communication; soft skills pertinent to job duties; ticket ownership & follow-up.
  Ability to transport items up to 50 lbs., calculate decimals, percentages & fractions, carry out instructions in written, oral or picture form, understand manuals & verbal instructions, technical in nature & stay abreast of current technologies in area of IT assigned; explain technical material verbally & in writing; handle escalated inquiries; follow open incidents to completion.

  (*) developed after employment.
  

• About the company

  Ohio is a state in the Midwestern region of the United States. Of the fifty states, it is the 34th-largest by area, and with a population of nearly 11.8 million, is the seventh-most populous and tenth-most densely populated.

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