Help Desk Support

Short Description: The Help Desk Support (HDS) resource provides technical assistance support and advice to end users for hardware, software and systems. Complete Description: 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 Perform all roles of a level-1 Help Desk Support technician.

Desired handle difficult situations with clients and turn them into a win for the service desk team Desired initiate trouble tickets from a service desk system Desired answer how-to questions and resolve issues related to system access and password creation/reset Desired maintain a positive outlook, be professional, and provide excellent customer service Desired