CALL CENTER SPECIALIST

Help Desk TechnicianUnder general supervision, serves as a point of contact for end-users requiring assistance with systems, computer software, and hardware; provides technical advice, troubleshooting, and support to resolve issues efficiently and ensure user satisfaction.Illustrative Examples of WorkProvides first point of contact for help desk support, responding to a broad range of user inquiries regarding software, hardware, and system issues; logs, prioritizes, routes, and resolves calls in alignment with established procedures.Uses effective questioning to diagnose issues, identify problem sources, and provide step-by-step solutions or recommendations to users; guides users in executing required actions to resolve issues and prevent recurrence.Provides advice and instruction to users on hardware and software operations, as well as the use of business tools and applications.Confers with staff members and reviews documentation research and resolve challenging issues; escalates complex or non-routine problems to the Call Center Coordinator or appropriate technical team.Records all user interactions and updates call ticket information within the Call Center Management System database; ensures ticket data is accurate, assigns appropriate priority codes and maintains data integrity.Follows up on completed assignments to verify successful outcomes and ensure customer satisfaction; actively address recurring problems and identifies opportunities for improvement.Maintains the accuracy of the inventory database and reference tools used by the help desk; verifies and updates equipment information, ensuring equipment details are complete and accurate.Compiles and maintains logs and reports of Call Center activities for management review; identifies trends in user issues, providing recommendations to enhance system functionality and customer support processes.May assist in onsite troubleshooting and repair of hardware/software; may test, install, and evaluate packaged software as assigned.Performs related duties as assigned.Required Knowledge, Skills and AbilitiesKnowledge of hardware, software, and system capabilities, including diagnostic and troubleshooting techniques.Knowledge of the maintenance and configuration of computer equipment and peripheral systems.Knowledge of IT service management principles and tools, such as ticketing systems and workflow prioritization.Knowledge of networking fundamentals, including basic troubleshooting for connectivity issues and peripheral devices.Proficient in commonly used business and system software tools.Excellent skills in customer service and communications to effectively assist users and translate technical information into user-friendly language.Ability to provide clear instruction to users in the proper operation of hardware and software and resolve technical challenges.Ability to logically analyze problems and develop efficient and effective solutions.Ability to perform work requiring close attention to detail to manage calls, tickets, and inventory effectively.Ability to perform data entry and record-keeping to maintain precise and actionable call logs and reports.Ability to lift and carry up to 40 lbs.Ability to establish and maintain satisfactory working relationships with other County employees, fostering a collaborative and professional work environment.Training and ExperienceAssociate's Degree in Computer Science or related field, andOne year of experience in supporting a technical help desk or related experience in the information technology field, orAny equivalent combination of training and experience that will have provided the required knowledge, skills, and abilities.A+ Certification is preferred.Special Requirements:Candidate must pass a post-employment offer physical examination and physical capacity testing to ensure candidate meets the essential physical requirements of the position.A criminal background check is required.A drug screen is required prior to final offer of employment.Polk County is committed to providing a diverse work environment that is representative, at all levels, of the citizens we serve. Equal opportunities are available to all applicants and current employees regardless of race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, genetic information, military or veteran status, citizenship status, mental or physical disability, or any other applicable characteristics protected by law.Polk County believes that diversity, equity, and inclusion is critical to our success in serving and empowering our community and to our continued commitment to be one of the nation's most innovative public institutions.