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Call Center - IT helpdesk

nLeague Services
Des Moines, IA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Call Center – IT helpdesk

Job ID: 690709

Client: IA-OCIO

Location: Remote (Candidate must be local to IOWA)

Duration: 12+ Months


Job 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.  Contractor must live in the state of Iowa.

Job Responsibilities:

·        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.

·        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

Skills Required:

·        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

Company Description
Nleage Services has been in IT staffing for more than 15 + years.

nLeague Services


Des Moines, IA



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