Job Location:

• The office for this position is located at the Harry S Truman State Office Building, 301 W High Street, Jefferson City, MO. 65101.
• Candidates who complete a successful onboarding and training period may be eligible to work at an alternate location in compliance with OA-ITSD's Distributed Workforce Plan.

About this position:

A position at this level provides phone support for technical issues. Answers questions and provides information, advice, and instruction to clients on issues varying from simple to moderate complexity. The primary focus is on understanding the issues to be resolved and solving disruptions/problems within the defined scope of standards and protocols. May be responsible for user provisioning functions. Escalates issues to a higher level of support as warranted and within given time guidelines.

This position is with the Office of Administration-Information Technology Services Division (OA-ITSD) Client Engagement Services (CES) Call Center.

ITSD Core Values - We Innovate and Partner with Passion, Respect, and Integrity united as #OneTeam.

Duties and Responsibilities:

Essential job duties include the following:

• Hardware Support - Troubleshoot and assist in the diagnosis of hardware (PCs, Monitors, Laptops, Printers, Multi-Function Devices, Servers, Routers, and other peripheral equipment).
• Software Support - Troubleshoot and assist in reloading the functionality of various software products.
• Application Support - Troubleshoot and assist in the diagnosis of all computer applications (Mainframe and Web Applications. Escalate unresolved application issues to programmers and other level-two support personnel as necessary.
• Security Account Management - Assist in the troubleshooting and resetting of all passwords to access various programs and applications. Assist in resolving security access issues.
• Communication - If a customer does not know who to contact for a particular question, the Call Center will assist him or her to reach the appropriate person.

Preferred Knowledge, Skills and Abilities:

• Knowledge and understanding of office automation, office systems operating environments, and/or communication devices.
• Ability to communicate with clients and staff in a professional and user-friendly manner.
• Ability to document issues and follow technical instructions.
• Ability to prioritize and handle multiple priorities simultaneously.
• Ability to identify and resolve information technology issues.
• Ability to travel, operate a motor vehicle, and maintain a valid vehicle operator's license.

The classification for this position is Client Support Technician; click for more information.

The State of Missouri’s benefit package includes a defined pension plan, paid time off, health insurance, and pre-tax flexible benefits. To learn more about the total benefits package click here.

If you have questions please contact: ITSDRecruiting@oa.mo.gov

The State of Missouri is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.