Lead Helpdesk Examiner

Job Posting Title Lead Helpdesk Examiner Agency
640 SERVICE OKLAHOMA Supervisory Organization Help Desk & LO Support Services Job Posting End Date Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note:

Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)
Full/Part-Time Full time

Job Type Regular Compensation The  Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.

This position has an annual rate of $51,000.

Job Description AGENCY SUMMARY: The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.

This position has an annual rate of $51,000 .Service Oklahoma offers a generous benefits package, including a benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans. The Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan. Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave.

Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma.

POSITION SUMMARY: The Lead Helpdesk Examiner plays a vital role in providing exceptional support to customers, partners, and field staff by efficiently addressing inquiries and performing essential administrative tasks. A key responsibility of this position is providing secondary authorization on required applications to verify accuracy, compliance, and completeness, as well as ensuring the accuracy and integrity of data in the state system of record.

Additional duties include managing communications via phone, email, chat, and other means; preparing and maintaining accurate correspondence and records; processing applications for permits or licenses; and assisting with customer, partner, or staff issues or procedural guidance. The role also involves organizing filing systems, both physical and electronic, and handling administrative requests to ensure smooth and timely operations. This position is critical in maintaining seamless communication and efficient processing to meet the needs of the agency and its stakeholders.

POSITION RESPONSIBILITIES This job description describes the general nature and level of work performed by the employee assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills.

Functions as the central line of support for customers, staff, and partners; provides prompt and professional assistance.

Develops expertise in Service Oklahoma rules, policies, procedures, and requirements to properly inform stakeholders about identification requirements, the legality of documents, eligibility for, and types of driver’s licenses or identification cards.

Provides secondary authorization on required applications, verifying accuracy, compliance, and completeness.

Accurately communicates reasons applications cannot be accepted and procedures to resolve any disqualifying issues, including medical, physical or mental information provided by applicant based on state and federal standards; determines requirements for waivers or restrictions to driving privileges; advises on waiver application procedures or requirements for additional evaluation.

Establishes drivers license records while maintaining the confidentiality and security of information in compliance with state and federal laws.

Upon request, assists the legal division in gathering evidence to prepare for potential legal action on fraudulent applications.

Responds to inquiries and provides information concerning specific laws and procedures to law enforcement agencies, partners, staff, and the general public.

Accurately inputs and updates customer information, service requests, and other relevant data into the system, ensuring data integrity and confidentiality.

Performs a variety of sorting and filing tasks; answers the phone, takes messages, and disseminates information; opens, sorts, distributes, collects, and…