Help Desk Support Specialist

About the role

The Helpdesk Support Specialist provides essential administrative support by assisting customers, partners, and field staff, and performing essential administrative tasks. This role also assists customers, partners, or field staff with program-related inquiries or issues, and handles claims, requisitions, purchase orders, invoices or other documents.

Responsibilities

• Assists the Help Desk with providing prompt and professional assistance to customers, staff, and partners.
• Performs a variety of sorting and filing tasks; answers the phone, takes messages, and disseminates information; opens, sorts, distributes, collects, and delivers mail;
• Produces documents of various levels of complexity.
• Enters and retrieves information using a computer or other data processing equipment and receives and reviews coded and uncoded source documents; proofs previously entered data and makes routine corrections.
• Examines, checks, and verifies reports and other documents for completeness, appropriateness, adequacy, and conformity to established requirements, and follows up on discrepancies.
• Aids customers in securing needed information and documents.
• Troubleshoots minor IT and equipment issues; for more complicated issues, routes to the appropriate team to find resolution.

Requirements

This job description describes the general nature and level of work performed by the employee assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. The schedule for this position may vary and require flexibility, including some early or late shifts, weekends, and occasional overtime, based on the needs of the agency.

Qualifications

• The preferred minimum qualifications for this position are: An Associate’s Degree in any field OR two (2) years of clerical experience or a closely related field, OR equivalent combination of education and experience.
• Preference may be given to candidates who have previous customer service experience.
• Is proficient in typing at least 50wpm with minimal errors.

Skills

• Knowledge of office methods and procedures;
• Grammar, punctuation, and spelling;
• Mathematics;
• Preparing and interpreting charts and graphs;
• Telephone procedures;
• Standard business communications;
• Proficient typing skills with the ability to type at least 40wpm;
• Skills required to operate office machines including computers;
• Ability to follow oral and written instructions;
• Establish and maintain effective working relationships with others;
• Establish and maintain filing systems;
• Excellent communication skills: excellent customer service; strong problem-solving abilities; and attention to detail;
• Ability to prepare documents.

Benefits

The Service Oklahoma offers a generous benefits package, including a benefits allowance to offset the costs of medical, dental, vision, life, and disability insurance plans. The Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan. Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave. Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma.