Help Desk Support

Job title: Help desk Support Location: Des Moines, Iowa Job type: Contract/Onsite A Help Desk Support staff position is needed in to work under the general supervision of the AMANDA Help Desk Coordinator. This individual will provide customer service and technical help desk support as the first point of contact, both in person and over the phone, to the public needing assistance using and/or troubleshooting the online licensing system for 14 license programs. The ideal candidate will need an understanding of and be able to effectively communicate the general rules, regulations, and procedures regarding licensing requirements for these programs. The ability to work independently with minimal oversight, maintain flexibility, multitask and take on additional duties and tasks that can vary from day to day is required. Working efficiently and effectively under pressure is crucial to successfully provide the required support to the public and programs within the division. Must have a strong ability to problem solve, have excellent time management skills, and have the ability to apply multiple technologic applications or programs to effectively complete required tasks. Additionally, this individual will be required to possess strong attention to detail in order to complete administrative duties to include balancing online payments, updating written instructions, track and follow up of failed email addresses, print and send mail, call tracking and monitor websites for necessary updates. This individual may take on additional duties as assigned. Customer Service oriented with the ability to remain calm in a demanding environment. Excellent communication skills.

• Prior experience using license database software with the ability to troubleshoot. technical issues related to the software and web-based services.
• Skilled in basic computer technology and/or programs including Microsoft Office Products, various internet browsers, Google Suites, electronic file management and Chromebooks.
• Administrative skills including but not limited to mail processing, data entry, and financial transactions.
• General knowledge or experience in Iowa Administrative Code is preferred.