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REMOTE - Help Desk Support

72% Flex

Remote:

Full Remote

Work from:

Iowa (USA)

Midas Consulting SME https://midasconsulting.org/

201 - 500 Employees

See more Midas Consulting offers

Job description

Your missions

Short Description:
The State of Iowa OCIO is searching for a Help Desk Support resource to provide technical assistance and advice to end users for hardware, software, and systems. Contractor must live in the state of Iowa.

Complete Description:
The State of Iowa OCIO is searching for a Help Desk Support resource to provide technical assistance and advice to end users for hardware, software, and systems. This position will perform all roles of a Help Desk Support technician to create a ticket, providing immediate assistance for issues over the phone when possible or escalating to appropriate teams when needed. Most of the calls are from public users requiring password resets, helping to get access to systems or setting an account. The ideal candidate will have excellent customer service and communications skills.

Business Objective: Timely handle requests for assistance for both State employees and citizens received via phone, email, employee self-service, the citizen portal, or walk-in. Create and resolve service request tickets for issues the service desk can resolve. For issues that cannot be solved at the service desk, create a service request ticket, and assign to the appropriate higher-level team.

Responsibilities:
• Handle tricky 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

Required Skill Sets:
• Ability to talk with staff and citizens who have limited IT knowledge about their issues
• Knowledge of remote VPN process and troubleshooting
• Ability to work with and understand all Microsoft Office applications to assist callers.
• Knowledge of Microsoft Windows 10 & Office 2010/2013/2016/365
• Must have the knowledge and ability to solve basic IT problems
• Ability and tolerance to work from home and stay focused on assigned tasks
• Understand and comply with State of Iowa security requirements
• Ability to enter tickets into a service desk call center application

Required / Desired Skills

Skill	Required / Desired	Amount	of Experience

Ability to talk with citizens who have limited IT knowledge about their issues

Required

Years

Knowledge of remote VPN process and troubleshooting

Required

Years

Ability to work with, and understand all Microsoft Office applications to assist callers.

Required

Years

Knowledge of Microsoft Windows 7 & Office 2010/2013

Required

Years

Must have the knowledge and ability to solve basic IT problems

Required

Years

Ability and tolerance to work in an environment where phones are constantly ringing and many people are talking

Required

Years

Understand and comply with State of Iowa security requirements

Required

Years

Ability to enter tickets into a service desk call center application

Required

Years

Relevant experience working in a technical IT call center environment.

Required

Years

Required profile

Experience

Spoken language(s):

English

Check out the description to know which languages are mandatory.

Hard Skills

VPN Management Troubleshooting MS Office Call Centre Technology

Soft Skills

Problem Solving
Customer Service
Interpersonal Skills
Professionalism
Patience

Are you interested?

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