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Short Description:
THERE ARE FOUR OPEN POSITIONS:
The Help Desk Support (HDS) resource provides technical assistance support and advice to end users for hardware, software and systems.
Complete Description:
The ideal candidate for this position will have worked in a help desk, call center environment. This person must have the ability to concentrate and perform in a work area where multiple people are also providing phone support a midst persistent ringing phones. This candidate must be able to quickly and efficiently solve issues from the end users calling into the help desk but also have the ability to recognize when to escalate the issue to the desktop support team.
The primary responsibility will be to provide solutions via the phone. This resource may be called on at times to provide desk side support to the end user.
Customer Service skills are crucial as this person will be the first contact for the end user. Must have the ability to calm disgruntled end users and turn rough issues into positive experiences.
Skills:
|
Skill |
Required / Desired |
Amount |
of Experience |
|
Provide phone support agency users with limited IT knowledge about their issues |
Required |
3 |
Years |
|
Provide phone support for Microsoft Office applications to end users |
Required |
3 |
Years |
|
Ability to support remote VPN process and troubleshoot various related issues |
Required |
3 |
Years |
|
Ability to support Microsoft Windows XP and Windows 7 issues |
Required |
3 |
Years |
|
Demonstrated experience and ability to solve basic IT problems |
Required |
3 |
Years |
|
Ability to operate in a call center environment and function efficiently |
Required |
3 |
Years |
|
Understand and comply with State of Iowa security requirements |
Required |
3 |
Years |
|
Desktop support experience troubleshooting pc software and hardware issues |
Desired |
|
|
