State of Iowa - Des Moines, IA 50301Posted: 4/21/2015 Only applicants who meet the Minimum Requirements and meet selectives (071 - APPLICATIONS SUPPORT, 168 - CUSTOMER SUPPORT and 169 - HELP DESK) will be placed on the eligible list.
Starting Annual Salary - $48,505.00
In a training capacity, learns systems programming, database management or to develop/deliver information management courses; at the experienced level, performs multiple business applications programming, system design/problem solving focusing on personal computer and LAN networks, coordinates system/network operations on multiple shifts, or leads two or more employees in the operation of a help desk; performs related work as required.
Provide first-level computer-related technical support to all users of the IVRS network either onsite or remotely. Apply analytical skills to diagnose and resolve problems with supported desktop hardware and software (PC, laptop, printer, scanner). Continuously provide quality customer service by maintaining timely following up with users and correct solutions to all reported issues. Some travel will be required to provide technical training and onsite support.
Log and track all relevant incident information, including processes used to investigate and resolve issues, using the agency ticket reporting system.
Manage all agency mobile devices, security, and application distribution using VMWare AirWatch mobile device management solution. Maintain current technical knowledge of Apple iOS in order to provide technical assistance to all users of agency iPhone and iPad devices.
Co-administers agency internet and intranet website content and format. Responsible for keeping website content and links up-to-date.
Manage and provide first-level technical support to all agency Dragon Naturally Speaking and Philips SpeechExec software users.
Manage inventory of all computers, laptops, printers and software by maintaining unique, identifiable information per each device. In addition, manage inventory of all IVRS software and corresponding license key information. Provide inventory reports as requested by ITS Supervisor.
Maintains all IT user instructions, policies and guides up-to-date and in a single location easily accessible by all IVRS staff.
Contact the appropriate internet service provider during any interruption in network service. Maintain basic knowledge of LAN/WAN hardware and communication environment to assist ITS4 and ITS5 staff with non-critical network issues. Provide timely notification to users of impending network changes and scheduled outages.
Attend regularly schedule meetings with Help Desk and network staff.
Must be able to pass a criminal background check conducted by the Iowa Department of Public Safety. Minimum Qualifications Graduation from an accredited college or university with a Bachelor’s Degree and one year of full-time experience operating a multi-job computer; installing, operating and coordinating computer based networks; installing/maintaining database management systems; developing business application processes; developing/operating system programs; installing/maintaining personal computers, Local Area Networks and/or servers; managing operating systems; developing/delivering information management training; providing Information Technology (IT) customer service; or designing/administering Internet sites . For additional ways to qualify, please click on this