Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
The Iowa Department of Health and Human Services Division of Public Health is seeking a Help Desk Support Clerk in the Bureau of Radiological Health.
This individual will provide customer service and technical help desk support to system users for the online licensing system. The candidate will assist users with basic questions and troubleshoot basic issues, escalating other application issues to a technical team when needed. The candidate will also provide administrative support in the Radiation Machines program.
The ability to work independently with minimal oversight, maintain flexibility, multitask and take on additional duties and tasks that can vary from day to day is required. This individual will be required to possess strong attention to detail and organization skills in order to complete administrative duties.
Key skill sets:
● Customer Service oriented with the ability to remain calm in a demanding environment.
● Excellent communication skills.
● Prior experience using license database software with the ability to troubleshoot technical issues related to the software and web-based services.
● Skilled in basic computer technology and/or programs including Microsoft Office Products, various internet browsers, Google Suites, electronic file management and Chromebooks.
● Administrative skills including but not limited to mail processing, data entry, and financial transactions.
Job Type: Contract
Salary: $26.00 per hour
Expected hours: 8 per week
Benefits:
Experience level:
Schedule:
Ability to Relocate:
Work Location: Hybrid remote in Des Moines, IA 50319