Information Technology Specialist 3

Job Description

The Iowa Department of Management (DOM), Division of Information Technology (DoIT) is seeking an Information Technology Specialist 3 to join our team supporting the Iowa Department of Public Safety!

As the initial contact for customers and employees seeking assistance from DoIT, this position will play a critical role in ensuring smooth operations and timely incident resolution. This role’s key responsibilities include meeting customer needs, efficiently resolving issues, and maintaining a seamless experience for end-users.

Key Responsibilities

• Providing first level support through numerous communications channels.
• Developing self-help documentation to aid in providing first level support to customers.
• Monitoring and escalating unresolved inquires and incidents.
• Updating customers on request and incident status to support the function information technology team.
• Delivering exceptional customer service, which is timely and consistent.
  
  

Please note, candidates for this position must reside in the state of Iowa at the time of starting the role.

Employer Highlights

The Department of Management, Division of Information Technology provides adaptable, secure, and cost-effective technology services and solutions to support the agencies across the State of Iowa, trusted partners, and citizens. We are responsible for managing all IT assets, projects, and resources to deliver top-tier technology support and expertise across the enterprise. Our strength is driven by the skills, talents, and diversity of our people.

We have a great total compensation package for all of our full-time employees, including:

• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC)
• Flexible Working Environment- Work from Home Opportunities
• Health, Dental and Vision Insurance
• Vacation Leave
• Sick Leave
• Paid Holidays
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability Insurance
  
  

Background Check Requirements:

• After a conditional offer of employment has been made, and as the final step in the hiring process, candidates for this position will be subject to a background investigation, which may include but may not be limited to a verification of a candidate’s education, previous employment/work history, contact of personal references, motor vehicle records, and a criminal history check (including through Federal, State, or Local criminal justice agencies).
• Information gathered as part of such background investigation will be treated as confidential to the extent permitted by Iowa Code section 22.7, 8B.4A, and other applicable laws, rules, and regulations; provided that, to the extent permitted by applicable law, such information shall be available to candidates upon request.
• As well as pass background investigation conducted by the Iowa Department of Public Safety.
  
  

Only applicants who meet the Minimum Qualification Requirements and meet all selective requirements below will be placed on the eligible list.

Selectives

169 Help Desk Support (2 Levels)

6 months experience, 12 semester hours, or a combination of both in assisting users with step-by-step detailed instructions of procedures to resolve the users’ issue. Requires a good technical proficiency in the area being supported.

AND

959 Computer System Operations

6 months experience, 12 semester hours, or a combination of both in operating a computer system hardware installation and related peripheral equipment; serves as a contact point for resolution of customer problems involved with system operation.

Minimum Qualification Requirements

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

• Graduation from an accredited four-year college or university with a degree in any field, and experience equal to one year of full-time work in: operating a multi-job computer; installing, operating, and coordinating computer-based networks; installing/maintaining database management systems; developing business application processes; developing/operating system programs; installing/maintaining personal computers, Local Area Networks, and/or servers; managing operating systems; developing/delivering information management training; providing Information Technology (IT) customer service; or designing/administering websites.
• Graduation from an accredited four-year college or university with a degree in computer science, computer applications, software engineering, computer engineering, management information systems, business analytics, or cyber security.
• All of the following (a and b):
• One year of full-time work experience in: operating a multi-job computer; installing, operating, and coordinating computer-based networks; installing/maintaining database management systems; developing business application processes; developing/operating system programs; installing/maintaining personal computers, Local Area Networks, and/or servers; managing operating systems; developing/delivering information management training; providing Information Technology (IT) customer service; or designing/administering websites; and
• A total of four years of education and/or full-time experience (as described in part a), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.
• All of the following (a and b):
• One year of full-time work experience in: operating a multi-job computer; installing, operating, and coordinating computer-based networks; installing/maintaining database management systems; developing business application processes; developing/operating system programs; installing/maintaining personal computers, Local Area Networks, and/or servers; managing operating systems; developing/delivering information management training; providing Information Technology (IT) customer service; designing/administering websites; or executing technology projects (e.g., systems analysis, requirements, design, development, and testing); and
• Either of the following:
• Certification by an authorized educational institution/major computer or software producer in an area directly related to one of the computer specialty fields described in part a; or
  
  

ii. 18 semester hours of accredited post-high-school coursework in one of the specialty fields described in part a.

• Current, continuous experience in the state executive branch that includes six months of full-time work as an Information Technology Specialist 2.
  
  

For additional information, please click on this link to view the job description.