Help Desk - IBHRS

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.

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 to the appropriate higher-level team.

Required Experience:

• ·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

Required Skills:

• Ability to provide excellent customer service
• Experience with the IBHRS Help Desk, supporting internal program staff and external treatment providers
• Experience in help desk support
• Ability to handle requests in a timely manner via phone, email, employee self-service, citizen portal, or walk-in
• Experience with ticketing applications and escalation procedures