PSP Help Desk Technician

4 weeks ago

Phoenix, United States SunSoft Online Full time
Job Description
Entry level position in computer/network operations. Under general supervision provides technical support by applying a broad understanding of computer systems products and services. It is designed to allow the incumbent to acquire the necessary skills training and experience required to enter the classification of Computer/Network Operator. Assists with the duties and responsibilities of computer/network operations including the operation of a large scale systemsoriented electronic digital computer mainframe and its peripheral equipment. Responsible for work of average difficulty. Performs related duties as assigned. Advancement to Computer/Network Operator is earned after satisfactory performance during contract period and successful completion of the Computer/Network Operator examination process. Essential Functions (not intended to be all inclusive)

Under direct supervision participates in onthejob training to develop competency in performing the following tasks:
  • Handle a large volume of incoming calls.
  • Aid users navigating the public service portal answering questions and providing stepbystep guidance for accessing services submitting forms or completing transactions.
  • Troubleshoot technical issues related to portal access such as login problems browser compatibility and system errors and provide solutions or escalate to technical teams if necessary.
  • Help users create track and update service requests or applications submitted through the portal ensuring all required information is provided and processed correctly.
  • Assist users with accountrelated issues such as password resets registration and updating personal information.
  • Accurately document all user interactions issues and resolutions in a ticketing management system.
  • Monitor the performance of the public service portal and report any downtime errors or system failures to the relevant technical teams.
  • Depending on the helpdesk setup assistance can be provided via phone calls email chat or ticketing systems.
  • Escalate unresolved or complex technical or servicerelated issues to the appropriate department or higherlevel support teams.
  • Ensure all interactions comply with privacy policies and data protection regulations safeguarding user information.
  • Assist in training new helpdesk operators sharing best practices technical knowledge and customer service techniques.
  • Collaborate with other business units to ensure seamless resolution of crossdepartmental issues and ensure users receive comprehensive assistance.
  • Generate reports on user interactions service requests technical issues and resolution times to help assess the portal s performance and improve service delivery.
Skills Required

Knowledge of:
  • The principles capabilities and operation of modern data processing systems and software.
  • Basic computer components (e.g. memory disk storage tapes terminal printers etc.) basic data communications terminology.
  • Problem escalation procedures.
Ability to:
  • Provide excellent and courteous customer service even in high stress or contentious situations.
  • 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.
  • Use good judgment and caution to ensure computer procedures are executed properly.
  • Communicate effectively both orally and in writing with Department employees and customers.
  • Apply problemsolving techniques and adopt an appropriate course of action.
  • Complete work activities using established procedures and guidelines.
  • Operate computer/network equipment (e.g. line monitor terminals consoles etc.).
  • Complete work activities with minimal supervision.
  • Take responsibility for actions.
Experience and Education Required
Any combination of education training or experience which provides a general knowledge of computer or data processing concepts. Requires successful completion of the examination process.

Bachelor\'s Degree

Education

Bachelor's Degree

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