Load Forecasting Manager

About the role

The primary function of this entry-level position is to provide first level support to minimize interruptions in computer systems and related equipment by answering incoming calls. Incumbent will provide immediate solutions when possible, assign problems to the proper areas, furnish feedback to the customer, inform other Help Desk staff on reoccurring problems and issues that are affecting multiple users, enter calls into the tracking system and monitor service calls.

Responsibilities

• Provides Level I problem determination using historic information stored in the problem tracking system, information provided by the Customer Support Supervisor, and occasionally requests assistance/training from Desktop Technician and technical specialist.
• Provide professional, accurate and efficient support to all ACG employees and adheres to County standards.
• Maintains a high level of customer satisfaction by providing prompt, courteous, and effective responses to customer inquiries.
• Makes sure that all Service Requests (S/R) and Incident Reports (I/R) are monitored and escalated appropriately.
• Notifies appropriate personnel of any problems not immediately resolved including co-workers and updating management when appropriate.
• Contacts other support areas when they must be involved with correcting a situation by any method possible, such as phone, in person, or paging and e-mail.
• Supports LAN based PC’s on both the operating system and the applications levels.
• Documents all requests for assistance by logging all calls and monitoring those passed on to second level support.
• Records all data necessary on 'problem/status' in tracking system and documents any information needed to resolve possible reoccurring issues in the future.

Requirements

• High school diploma or GED.
• College degree, accredited computer courses or related experience are desirable.
• Experience with computer systems, LAN and mainframe environment.
• PC experience; hardware and software, with an emphasis on MS office products.
• Exceptional customer service (phone skills); oral and written communication skills.
• Ability to communicate computer processes to a variety of audiences.
• Strong problem solving abilities.

Supplemental Information

Pre-employment testing includes background check and polygraph exam. Will have fingerprints on file. Arapahoe County does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information, sexual orientation or any other status protected under the law. It is our intention that all qualified applicants be given equal opportunity in any term, condition, or privilege of employment and that selection decisions are based on job-related factors.

Arapahoe County is committed to making employment accessible to persons with disabilities. In accordance with Senate Bill 23-058, applicants understand that Arapahoe County will not request or require the applicant to include their age, date of birth, or date of attendance/graduation date on the initial application. Applicants understand that Arapahoe County can request or require an individual to provide documentation including copies of certification, transcripts, and other materials created by a third party. The applicant understands that the applicant can redact, if they so choose, information that identifies age, date of birth, or dates of attendance/graduation from an educational institution on those requested/required certification, transcripts and other materials created by a third party.

Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (i.e. uploading or attaching documents to your online application), call NEOGOV technical support at 855-524-5627. Helpful hints: if you are having difficulty uploading or attaching documents to your application, first, ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt uploading (attaching) it.

As a Regular Full-Time employee at Arapahoe County Government, you are eligible for benefits such as:

• Medical, Dental, and Vision Insurance
• Life and Supplemental Life Insurance
• Short and Long Term Disability
• Mandatory Pension Plan
• Deferred Compensation Plan
• Pre-paid Legal Services
• Vacation and Sick Leaves
• Holiday pay
• Training and Educational Reimbursement Opportunities