IT Helpdesk Clerk - Central Office

About the role

The Information Support Coordinator is a member of the DOC Help Desk team that provides user access and end-user support to numerous DOC applications.

Responsibilities

• Monitoring the ITSD ticketing queue to prioritize and work tickets assigned to the DOC Help Desk
• Work to resolve issues by following written directions and clearly document work performed
• Reassign tickets to appropriate ITSD resources as needed
• Assist in special projects as directed, such as user audits and application testing

Minimum Qualifications

• One or more years of information technology, or related experience
• OR one or more years of experience with the Department of Corrections in a position where the major responsibilities of the position required use of the Department's Offender Management Systems (OPII, MOCIS)

Preferred Qualifications & Skills

• A technical aptitude with the ability to learn application functions supported by the DOC Help Desk and the ability to research and use written reference material to find solutions to customer issues
• Strong verbal and written communication skills with the ability to discuss complex technical issues with both technical and non-technical staff
• Excellent customer service skills and the ability to prioritize tasks and work efficiently
• Ability to work independently and make decisions based on policy, SOP, written documentation, experience, and knowledge of the Department

Benefits

• Missouri State Employee Retirement System
• Deferred compensation plan
• Health insurance (medical, vision, dental for employees and family)
• Paid life insurance
• Long-term disability insurance
• Cafeteria plan
• Paid holidays
• 10 hours annual leave per month
• 10 hours sick leave per month
• Uniforms provided when required
• Pre-service and in-service training
• Access to credit union
• Direct deposit of paycheck (required)
• Employee health, wellness and safety initiatives
• MOST 529 College Savings Program

Pay

• A $2.00 per hour shift differential if assigned to a shift that begins on or between 12:00pm (noon) and 5:00am and employed at a 24/7 congregate care facility (institution, transition center, supervision center, or command center)
• A $0.75 per hour medium security or $1.50 maximum security differential if working full-time at a qualifying facility
• A $1.00 per hour restrictive housing differential if assigned a regular post within a restrictive housing/segregation unit at any facility
• A guaranteed 1% pay increase for every two years of continuous service up to 20 years