IT Help Desk Associate

IT Help Desk Associate

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package, and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.

Role Overview

The Help Desk Associate provides customer service support for state system users. You will ensure efficient and timely resolution to, or routing of, user issues. You will also troubleshoot incidents and support callers using existing documentation and knowledge bank articles to resolve issues.

Salary: The salary for this position traditionally starts at $49,114 but may be commensurate with education or work experience.

A Day in the Life

The essential functions of this role are:

• Create, modify, and successfully route all incidents and work orders reported from the customer base.
• Reset passwords and unlock accounts for HR systems and other applications as required.
• Reset passwords and instruct customers to obtain authentication codes for mobile devices.
• Assist with configuring VPN and security authorization requests.
• Create Right Fax accounts, modify email distribution lists, and modify contact information as requested.
• Direct unresolved issues to the next level support.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

What You'll Need for Success

Credentials: a Associate's Degree, or at least 1+ years of experience applying the below, outlined knowledge, skills, and abilities in a similar role. Related certifications and coursework may be considered for education or experience.

Additional qualifications:

• Knowledge of the Microsoft Office suite of products, Microsoft Edge, Google Chrome, and FireFox.
• Broad understanding of Active Directory.
• Strong analytical, conceptual, and problem-solving abilities.
• Strong communication skills, both oral and written.
• Ability to work in an environment with multiple and fluid demands.
• Ability to follow all established policies and procedures.
• Able to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports: This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
• 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
• Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 in election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Equal Employment Opportunity: The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.