Help Desk Support

Position: Help Desk Support I
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and at least 1 year or equivalent experience in the field or in a related area.

Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.

The Governor's Office of Information Technology Service Desk work unit is responsible for providing support to assist in the delivery of Information Technology Services. They are the liaison between State Program Areas, Governor's Office of Information Technology, county/state users and external customers of certain agencies. The work unit provides Tier I and II support for the operating systems, software, hardware, smartphones, printers and other IT equipment that enables staff to conduct their day-to-day activities.

The work unit provides Tier I, II support. The work unit also provides the proper security provisioning and de-provisioning of the end users. They also alert management of any security breaches.

Cooperative agreement

This position provides Service Desk support for OIT Services. This position provides Tier I support for customers by answering phones, entering tickets, performing password resets and other duties for OIT-CDHS as assigned.

Qualifications:

The Service Desk is responsible for Tier I and II support. The temporary positions include Tier 1 as well as answering all incoming calls to the Service Desk. Due to the importance and high visibility of this position, it is expected that a person coming into the Service Desk have basic troubleshooting skills of computer systems and software, customer service skills and knowledge of answering phones in a call center environment.
Background Verification
Minimum Verification Requirements

Please complete the following verifications with Info Cubic upon candidate's selection. Additional verifications may be identified by the agency.

• State Criminal Record verification (past 7 years covering each State in which the candidate has resided)
• Federal Criminal Records Verification (past 7 years)
• SSN Name Search
• Global Monitor Check (formerly Patriot/OFAC/Terrorist)

(Suppliers Only)
To order, click on the link to the right:

Order Standard Background Verification
Type Qualification Description Competency Experience Required