Information Technology Specialist 4 - Help Desk Specialist

$67,350 - $104,187/Yr

Iowa Department of Administrative Services - Des Moines, IA

Full-time - Entry Level

Remote - Des Moines, IA

Executive, Legislative, and Other General Government Support

About the position

The Information Technology Specialist 4 - Help Desk Specialist role at the Iowa Department of Administrative Services focuses on providing technical support, device deployment, and team leadership within the IT Help Desk team. This position is essential for ensuring effective IT support and enhancing user experience through proactive management of end-user devices and help desk operations.

Responsibilities

• Collaborate with technical staff to plan and execute end-user device deployments.
• Ensure timely delivery, setup, and configuration of end-user devices, meeting performance and cybersecurity standards.
• Install and configure hardware components, software applications, and updates.
• Conduct training sessions for new and existing employees on device usage and best practices.
• Monitor device performance, proactively addressing any issues or system concerns.
• Develop self-help documentation to aid in providing first-level support.
• Act as a team lead, guiding and prioritizing Help Desk tasks based on daily needs and incoming requests.
• Provide high-quality, customer-focused technical support through multiple communication channels.
• Troubleshoot technical issues promptly and accurately, guiding end-users toward effective solutions.
• Maintain clear and concise documentation to improve the speed and accuracy of issue resolution.
• Identify system performance issues and proactively suggest improvements to enhance support efficiency.
• Answer after-hours Help Desk calls to provide support when needed.
• Maintain an inventory of all end-user devices and associated hardware/software licenses.

Requirements

• Graduation from an accredited four-year college or university and experience equal to two years of full-time work in IT-related fields.
• An equivalent combination of education and experience substituting the completion of an approved curriculum/specialized training program or certification in a related area.
• Current continuous experience in the state executive branch that includes experience equal to six months of full-time work as an Information Technology Specialist 3.

Nice-to-haves

• Experience in managing operating systems and delivering information management training.
• Certification by an authorized educational institution in an area directly related to IT support.

Benefits

• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC)
• Flexible Working Environment - Work from Home Opportunities
• Health, Dental and Vision Insurance
• Vacation Leave
• Sick Leave
• Paid Holidays
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability Insurance