HELP DESK SPECIALIST

Date: Aug 14, 2024

Req ID: 42431

Location:

Little Rock, AR, US, 72201

Category: AR DEPT OF HUMAN SERVICES

Anticipated Starting Salary: $32,404.94

Position Number: 22103234

County: Pulaski

Posting End Date: 09/12/2024

Anticipated Starting Salary: $32,404.94

OIT

Preferred Qualifications:

Experience working in the computer support field with knowledge of desktop computers, laptops, tablets, and other various peripherals.

A good working knowledge of configuring Microsoft Windows Operating System.

Ability to analyze computer system problems or errors and devise corrective measures. Ability to read and interpret technical literature.

Good communication skills (both written and oral).

Basic knowledge of networking protocols.

The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others.

Position Information

Class Code: D077C

Grade: GS05

FLSA Status: NON-EXEMPT

Salary Range: $32,405.00 - $51,686.00

Summary

The Help Desk Specialist is responsible for providing support to end users on a variety of issues. This position identifies, researches, and resolves technical problems. This position is governed by state and federal laws and agency/institution policy.

Functions

Responds to telephone calls, emails, and personnel requests for technical or informational support. Confers with clients by telephone or in person, in order to provide information about services, to take orders or cancel accounts, or to obtain details of complaints. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides support to users on a variety of issues related to hardware, software, and peripheral equipment or agency related information. Enters systems commands and observes functioning to verify correct operations or errors. Utilizes technical manuals and conducts computer diagnostics to investigate and resolve reported problems. Evaluates and prioritizes requests for help and escalates high priority requests to appropriate staff members. Identifies, searches, and resolves technical problems or reported inquiries and complaints. Assists in the development of problem resolution procedures for new and existing computer systems. Performs other duties as assigned.

Dimensions

None

Knowledge, Skills and Abilities

Knowledge of problem recognition, research, isolation, and resolution steps. Knowledge of computer installations of new hardware and software. Knowledge of agency/institution specific program information, software, and hardware. Ability to communicate with clients, orally and in writing, to gather appropriate information, and process or escalate complaints and requests to the proper personnel. Ability to design and update computer problem resolution procedures.

Minimum Qualifications

The formal education equivalent of a high school diploma; plus two years of experience in a call center or customer service support. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

Licenses

None

The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.

Nearest Major Market:Little Rock