Job Seekers, Please send resumes to resumes@hireitpeople.comShort Description: The Help Desk Support (HDS) resource provides technical assistance support over the phone and advice to end users for hardware, software and systems.
Short Description: Perform all roles of a level-1 Help Desk Support technician to create a ticket or provide immediate assistance for their issues over the phone. A majority of the calls (75%) are password resets, helping to get access to systems or setting an account. Any other issues would be escalated to the Help Desk for support.
Complete Description:
This role is focused on level-1 help desk phone support, primarily with system access issues and password
support. The ideal candidate must have excellent customer service and communications skills.
Candidate must be able to:
- handle difficult situations with clients and turn them into a win for the service desk team
- initiate trouble tickets from a service desk system
- answer how-to questions and resolve issues related to system access and password creation/reset
- maintain a positive outlook, be professional, and provide excellent customer service
Greater detail outlined in the skills matrix.
Work during core business hours of 7:00 AM – 5:00 PM, Monday - Friday, not to exceed a 40 hour work week.
At least 3 years of relevant experience working in a technical IT call center environment.
HDS2
1 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.
Skill | Required / Desired | Amount | of Experience |
Ability to talk with citizens who have limited IT knowledge about their issues. | Required | 3 | Years |
Knowledge of remote VPN process and troubleshooting | Required | 3 | Years |
Ability to work with, and understand all Microsoft Office applications to assist callers. | Required | 3 | Years |
Knowledge of Microsoft Windows 7 & Office 2010/2013 | Required | 3 | Years |
Must have the knowledge and ability to solve basic IT problems | Required | 3 | Years |
Ability and tolerance to work in an environment where phones are constantly ringing and many people are talking | Required | 3 | Years |
Understand and comply with State of Iowa security requirements | Required | 3 | Years |
Ability to enter tickets into a service desk call center application | Required | 3 | Years |
