DPS Service Employee - IT

Under direct supervision, the incumbent provides technical support by leveraging a broad understanding of computer systems, products, and services. Responsibilities include maintaining IT service, functionality, and user satisfaction by answering questions, troubleshooting, and resolving complex problems. The role involves work of average to above-average difficulty and includes related duties as assigned.

• Technical Support: Provides technical support across various areas, including Help Desk, Internet, PC/Desktop systems, web, computer operations, and mobile devices (iPhone, Android, etc.).
• User Satisfaction: Ensures user satisfaction by diagnosing and resolving issues promptly. Identifies, researches, isolates, and resolves complex technical problems, escalating issues requiring further attention to the appropriate personnel.
• Vendor Coordination: Reports problems to vendor service representatives during outages to ensure timely correction action and quick restoration of system services.
• Communication: Communicates with customers both orally and in writing regarding procedures for renewing passwords and resetting equipment (e.g., modems, controllers, terminals, printers, etc.). Ensures that special instructions and unresolved hardware/software issues are conveyed during shift changes.
• Network Operations: Operates computer network equipment to ensure continuous system availability to customers, providing criminal justice information to local, state, and federal law enforcement agencies.
• System Monitoring: Observes and interprets computer and network system messages to ensure timely responses to computer commands and swift resolution of system issues caused by hardware, software, or power failures.
• Resource Allocation: Monitors the Criminal Justice Information System to ensure efficient use and allocation of computer resources, maintain satisfactory response times, provide timely information to law enforcement agencies, and ensure police officer safety., * Principles, capabilities, and operation of modern data processing systems and software.
• Basic computer components (e.g., memory, disk storage, tapes, terminals, printers, etc.).
• Basic data communications terminology.

ABILITY TO:

• Perform detailed keyboard work with a high degree of accuracy.
• Follow detailed verbal and written instructions.
• Establish and maintain cooperative relations with customers, vendors, and other personnel.
• Communicate effectively, both orally and in writing.
• Apply problem-solving techniques and adopt appropriate courses of action.
• Complete work activities using established procedures and guidelines.
• Operate computer/network equipment (e.g., line monitors, terminals, consoles, etc.).
• Read and interpret technical reference manuals to resolve computer/network problems.
• Provide remote assistance.
• Access and reset passwords in a server environment.

Do you have experience in Writing skills?, Do you have a High school diploma or GED?, Requires a high school diploma or equivalent. Any combination of education, training, or experience which provides a general knowledge of computer or data processing concepts., * Excellent customer service etiquette.

• Availability to work any shift.
• General IT knowledge.
• Basic troubleshooting skills.
• Ability to thrive in both team and individual settings.
• Adaptability to a changing environment.
• Work in a fast-paced, call center environment.

Pulled from the full job description

• Opportunities for advancement