VPN Office 2007 Call Center Experience Technical Applications Service Desk Develope   Requirement id 136122 Job title Developer Job location in Des Moine, IA Skills required IT Knowledge, VPN, MS Win7/Win10, Office 2007 Call Center Experience Techn Open Date 30-Aug-2022 Close Date Job type Contract Duration 10 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Developer: IT Knowledge, VPN, MS Win7/Win10, Office 2007 Call Center Experience Techn Start date :09/19/2022 End Date :08/20/2023 Submission deadline :9/1/2022 Client Info :OCIO: Office of the Chief Information Officer 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   Call 502-379-4456 Ext 100 for more details. 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