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Help Desk Technician I (13113)

Date Posted
March 6, 2018
Full Time

Job Details


March 6, 2018


Judicial Branch Building
Des Moines


$44,012.80 – $66,851.20 plus benefits; Hours 7:30 a.m. to 4:00 p.m.
40 hours per week


Field incoming help requests from end users via both 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.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

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 branch.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

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

Other duties as assigned.


Associate’s degree from an accredited college or university in business administration, public administration, or computer science preferred, and 1 year relevant experience. 


At least 2 years of direct experience. One year of college may substitute for a maximum of one year work experience.


Experience in a clerk of court office a plus.

Knowledge of basic computer hardware.

Experience with operating systems used by the branch.

Strong documentation skills.

Ability to conduct research into a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas and communicate in both technical and user-friendly language

Understanding of the branch’s goals and objectives.

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.

Exceptional interpersonal skills, with a focus on relationship-building, listening, and questioning skills.

Experience working in a team-oriented, collaborative environment.

Exceptional customer-service orientation.

Ability to treat co-workers, court users/participants, and members of the public courteously and without bias regardless of race, gender, age, color, national origin, religion, disability, sexual orientation or socio-economic status.

Must possess initiative and flexibility and be cooperative.

Possesses interpersonal relationship skills consistent with the duties of this position.

Proven integrity and ability to handle confidential matters in a professional manner, applying the appropriate level of judgment and maturity.

Ability to understand and carry out oral and written instructions.  Follows policy and cooperates with supervisor.

Establishes and maintains effective working relationships with project partners and co-workers.

Ability to apply personal work attitudes such as honesty, responsibility and trustworthiness required to be a productive employee.

Contact Information

How to Apply

Send completed application and resume to:

Vesna Frmic
Executive Assistant
1111 E. Court Ave.
Des Moines, IA 50319

Or email to

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.

All applicants must submit a cover letter, resume and a completed “Iowa Judicial Branch Application for Employment”, 


Friday, March 16, 2018 at 4:30 p.m. CST.

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