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Help Desk Support 3

Company: Reliant Tech, Inc.
Location: Des Moines
Posted on: November 22, 2020

Job Description:

The State of Iowa OCIO is searching for a Help Desk Support (HDS3) 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. A majority 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. Responsibilities Handle difficult 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 creationreset Maintain a positive outlook, be professional, and provide excellent customer service The Help Desk Support (HDS) resource provides technical assistance support and advice to end users for hardware, software and systems. Depending on the level, the Help Desk Support staff will provide phone support for activities such as password resets or in-person, hands-on technical assistance to business and technical users. Calls software and hardware vendors to request service regarding defective products. Talks to programmers to explain software errors or to recommend changes to programs. Talks with technical and non-technical co-workers to research problem and find solution. Calls software and hardware vendors to request service regarding defective products. Develops end user instructions Examples could be How to manage your popup blocker or How to add a printer. Follows quality standards and displays strong customer service skills. Able to work in a team environment. Completes assigned tasks. Possesses strong communication skills both written and spoken. Trains users on software and hardware on-site. HDS3 3 to 5 years field experience and preferred education 4 year college degree in field of specialty or equivalent education and experience combined.

Keywords: Reliant Tech, Inc., Des Moines , Help Desk Support 3, Other , Des Moines, Iowa

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