HELP DESK SPECIALIST
HELP DESK SPECIALIST Date:
Jul 24, 2023 Req ID:
31655 Location:
Little Rock, AR, US, 72201 Category:
AR DEPT OF HUMAN SERVICES Anticipated Starting Salary:
$32,404.
94 Position Number:
22101649 County:
Pulaski Posting End Date:
07/31/2023 Anticipated Starting Salary:
$32,404.
94 OIT 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 - $46,987.
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 bachelor's degree in computer science, mathematics, or a related field; plus three years of experience in call center support.
OR Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military or industrial setting, plus three years of experience in call center 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 Recommended Skills Call Centers Data Processing Diagnostic Skills Help Desk Human Resources Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
Jul 24, 2023 Req ID:
31655 Location:
Little Rock, AR, US, 72201 Category:
AR DEPT OF HUMAN SERVICES Anticipated Starting Salary:
$32,404.
94 Position Number:
22101649 County:
Pulaski Posting End Date:
07/31/2023 Anticipated Starting Salary:
$32,404.
94 OIT 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 - $46,987.
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 bachelor's degree in computer science, mathematics, or a related field; plus three years of experience in call center support.
OR Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military or industrial setting, plus three years of experience in call center 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 Recommended Skills Call Centers Data Processing Diagnostic Skills Help Desk Human Resources Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
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