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Help Desk Technician 1 (SCA 13113)

Date Posted
October 13, 2021
Type
Full Time

Job Details

Date

Wednesday, October 13, 2021

Position Title

Help Desk Technician 1

Location

Judicial Branch

Salary

Pay Grade 26, $46,862.40- $71,156.80 annually
Eligible for State of Iowa benefits

Position Summary

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools.
Working hours:  Monday - Friday, 8:30 a.m. - 5:00 p.m.

Responsibilities

Field incoming help requests from end users via telephone and e-mail in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Build rapport and elicit problem details from help desk customers.

Prioritize and schedule problems. Escalate problems (when required) to the Resolution Analyst.

Use the call tracking system to document the entire problem-solving process, from issue description, decisions made, successful and unsuccessful actions taken, and a final resolution.  Apply diagnostic utilities to aid in troubleshooting.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Identify and learn appropriate software and hardware used and supported by the judicial branch.

Test fixes to ensure a problem has been adequately resolved.

Perform post-resolution follow-ups.

Develop help sheets and frequently asked questions lists for end users.

Provide guidance to junior members of the team. 

Requirements

At least two years of relevant experience.

OR

A combination of one year of education and one year of relevant full-time experience equal to two years. Education: Where thirty semester hours of accredited college or university course work in business administration, public administration, or computer science equals one year of full-time experience.

Valid driver’s license and reliable transportation required for all positions that require travel.

Knowledge and Experience:
Knowledge of basic computer hardware.
Experience with operating systems used by the judicial branch.
Strong documentation skills.
Able to research a wide range of computing issues.
Able to absorb and retain information quickly.
Excellent written and oral communication skills.
Able to communicate in both technical and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to discern when to escalate problems.
Exceptional customer service skills, with a focus on relationship-building, listening, and questioning. Deescalate customers, as needed.

Applicants must show proof of the legal right to work in the United States - sponsorships are not available for this position.
Relocation assistance is not available for this position.

Final candidates must be able to pass a criminal background check.
The Iowa Judicial Branch is an E-Verify employer.

Contact Information

How to Apply

All applicants must complete the Iowa Judicial Branch Application for Employment .

Send completed application and resume to:

Mark Manders, IT Manager
1111 E Court Ave
Des Moines, IA 50319

or email to: infotech@iowacourts.gov

Posting Close Date

All application materials must be received by Thursday, October 28, 2021.

AA/EOE

 

Serving the people of Iowa, the Iowa Judicial Branch is dedicated to our mission... “The Iowa Judicial Branch dedicates itself to providing independent and accessible forums for the fair and prompt resolution of disputes, administering justice under law equally to all persons.” To learn more about the Iowa Judicial Branch and our career opportunities, please visit our career page located at www.iowacourts.gov.

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