Help Desk - IBHRS

Inteletech Global Inc; Des Moines (IA); On-site; USD 27,276 - 38,848; Full time

Job summary

A technology consulting firm is seeking a Help Desk professional to support the Behavioral Health Reporting System in Des Moines, IA. The ideal candidate will provide assistance to both State employees and citizens through various communication channels. Responsibilities include handling requests, creating service tickets, and escalating issues when necessary. A strong customer service background and prior experience in help desk support are essential for this role. Compensation is $24 per hour.

Qualifications

• Ability to provide excellent customer service.
• Previous experience with the IBHRS Help Desk.
• Experience in handling service requests via various channels.

Responsibilities

• Handle requests for assistance from State employees and citizens.
• Create and resolve service request tickets.
• Assign unresolved issues to higher-level teams.

Skills

Customer service

Help desk support

Ticketing applications

Job description

Job Title: HDS3-IBHRS/Help Desk

Location: Des Moines, IA 50309

The Iowa Department of Health and Human Services (“Customer”) seeks support for users of the Behavioral Health Reporting System (IBHRS). Daily support of HHS BHRS help desk needs.

Responsibilities

The Candidate will timely handle requests for assistance for both State employees and citizens that are received via phone, email, employee self-service, the citizen portal, or walk-in. Create and resolve service request tickets for issues the service desk can resolve. For issues that cannot be solved at the service desk, create a service request ticket and assign it to the appropriate higher-level team.

Required Experience and Skills

• Ability to provide excellent customer service
• Previous experience with the IBHRS Help Desk, supporting internal program staff and external treatment providers
• Experience in Help desk support
• Timely handling of requests received via phone, email, employee self-service, the citizen portal, or walk-in
• Experience with ticketing applications and escalation procedures

Compensation: $24.00 per hour