Customer Help Desk Technician

SUMMARY STATEMENT :

Under general supervision provides customer service and technical support by applying a broad understanding of computer systems products and services. Maintains information technology service functionality and user satisfaction by answering questions troubleshooting and resolving complex problems. Performs related duties as assigned or directed. This classification is designated as uncovered. Incumbent serves at the pleasure of the Director of the Arizona Department of Public Safety.

ESSENTIAL FUNCTIONS (not intended to be allinclusive) :

1. Serves as the first technical point of contact for users experiencing issues with department webbased portals websites and informationsharing systems including troubleshooting account creation and management login difficulties form submissions payment processing and other common user issues.

2. Responds to and resolves customer inquiries via phone email or chat within established service level agreements (SLAs) or departmentdefined timelines and protocols ensuring timely and accurate information is provided.

3. Escalate unresolved technical issues to higherlevel support teams when necessary providing detailed documentation of the problem and any steps taken toward resolution.

4. Diagnoses and resolves basic technical problems related to browser compatibility network connectivity and accountrelated issues such as password resets and profile management.

5. Collaborates with other technical resources team to identify and resolve common technical issues and propose improvements to the customer experience based on recurring issues.

6. Monitors portal performance in realtime identifying any system outages slowdowns or errors and proactively informing users of known issues.

7. Maintains and updates an internal knowledge base with common troubleshooting steps FAQs and process documentation to help streamline customer support efforts.

8. Regularly reviews user feedback and support tickets to identify trends making recommendations for knowledge base improvements additional resources or changes to the systems user interface(s) based on common user challenges.

9. Trains new Help Desk Technicians sharing best practices technical knowledge and customer service techniques.

10. Ensures all interactions comply with privacy policies and data protection regulations safeguarding user information.

KNOWLEDGE OF :

1. the principles capabilities and operation of computer systems and networks.

2. remote desktop control tools to troubleshoot and evaluate issues via telephone.

3. computer helpdesk operating procedures.

4. problem escalation procedures.

SKILL IN :

1. recognizing identifying analyzing and correcting hardware and software malfunctions for computer and network problems.

2. communicating with customers regarding technical needs and computer system problems.

3. entering issues into the Help Desk ticket tracking application and escalating tickets to higher support functions as needed.

ABILITY TO :

1. provide excellent and courteous customer service even in highstress or contentious situations.

2. follow detailed verbal and written instructions.

3. work effectively with customers vendors and other data processing personnel.

4. use good judgment and caution to execute computer procedures properly.

5. utilize technical reference manuals to resolve problems.

6. communicate effectively both orally and in writing with Department employees and customers.

7. analyze and troubleshoot hardware and software problems.

8. complete work activities using established procedures and guidelines.

9. complete work activities with minimal supervision. 10. take responsibility for actions

Education Required :

Requires two (2) years of experience in a help desk or computer support role.

WORKING CONDITIONS / PHYSICAL REQUIREMENTS :

1. Primarily office setting.

2. May be required to sit for extended periods of time

3. Availability to work holidays weekends irregular hours shift work and / or respond to emergency callouts on a 24hour basis. Candidate will need to successfully complete drug screening and lifetime background investigation conducted after selection by dept.

Polygraph will be requested if candidate is invited to move to permanent position.

Associate\'s Degree

Education

Associate's Degree