Job Description
Salary: $63,723.00 - $83,583.00 Annually
Location : Des Moines, IA
Job Type: Full-Time Regular
Job Number: 24-1120
Department: Information Technology
Opening Date: 06/13/2024
Closing Date: 6/21/2024 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: PAE
Hours: 8:00 AM - 5:00 PM (M-F)
Bargaining Unit: Excluded/Paraprofessional
Salary Grade: 14
Location: Administration Building
Under general supervision, provides mainframe, computer software, and hardware assistance to end-users; provides technical advice and support, answers questions and troubleshoots problems.
Illustrative Examples of Work - Provides first point of contact for Help Desk support to a wide variety of system users; receives, documents, prioritizes, routes, and resolves calls from users and staff regarding software/hardware problems.
- Asks user diagnostic questions to determine problem or problem source and troubleshoots for potential solutions; instructs user in action required to resolve the problem.
- Provides instruction and advice to users in the proper operation of hardware/software and use of software tools.
- Confers with staff members and reviews manuals to research solutions to problems; refers non-routine problems and requests for new service to the Call Center Coordinator.
- Completes call ticket for all calls received; enters and updates call ticket data in the Call Center Management System database, assigns initial priority code; maintains the integrity of data elements.
- Follows up on completed assignments to ensure customer satisfaction.
- Monitors the accuracy of the inventory database and other reference listings used by the Help Desk; verifies tag number of equipment called in for repair is included in the database; enters tag number and description of equipment and makes corrections as required.
- Maintains and compiles data, records, and logs of Call Center activities for management review.
- May assist in on site troubleshooting and repair of hardware/software.
- May install or test packaged software as assigned.
- Performs related duties as assigned.
Required Knowledge, Skills and Abilities - Knowledge of the capabilities of mainframe and microprocessor computer systems.
- Knowledge of the maintenance of data processing equipment.
- Knowledge of the operating requirements and capabilities of peripheral equipment.
- Proficient in the use of commonly used business/systems software.
- Excellent skills in customer service and communications.
- Ability to translate technical information and concepts into everyday terms.
- Ability to instruct users in the proper operation of hardware/software.
- Ability to logically analyze problems and develop efficient and effective solutions.
- Ability to perform work requiring close attention to detail.
- Ability to establish and maintain satisfactory working relationships with other County employees using courtesy, patience, and tact.
- Ability to actively listen to others.
- Ability to operate a computer keyboard to enter and retrieve data.
Training and Experience - Associate Degree from an accredited college or university in computer science or related field, and
- Six months experience in supporting a technical Help Desk or related experience in the information technology field, or
- Any equivalent combination of training and experience that will have provided the required knowledge, skills and abilities.
Special Requirements: - A criminal background check is required.
- A drug screen is required prior to final offer of employment.
Polk County is committed to providing a diverse work environment that is representative, at all levels, of the citizens we serve. Equal opportunities are available to all applicants and current employees regardless of race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, genetic information, military or veteran status, citizenship status, mental or physical disability, or any other applicable characteristics protected by law.
Polk County believes that diversity, equity, and inclusion is critical to our success in serving and empowering our community and to our continued commitment to be one of the nation's most innovative public institutions.
Click below for a detailed overview of our benefits package.
Job Tags
Full time,