DOC Helpdesk Lead - Central Office

Job Summary - Why you’ll love this position

A position in the Missouri Department of Corrections is more than a job. It's a calling. Corrections employees transform lives, equipping Missourians in the criminal justice system with the skills they need to contribute to their communities, inside and outside our walls. More than 95 percent of people who enter the prison system ultimately are released. We want to make sure they’re good neighbors.

We offer great 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. The Missouri Department of Corrections is an equal opportunity employer and a drug-free workplace.

Responsibilities - What you’ll do

The DOC Helpdesk provides technical assistance and user management for numerous DOC applications. The DOC Help Desk Lead is responsible for the day-to-day operations of the help desk and for supervising a small team of help desk staff.

Daily duties include monitoring the ticketing queue to ensure tickets are prioritized and addressed appropriately and within an appropriate time frame. This position works alongside the other help desk staff to resolve tickets and will assist with the coordination between other ITSD resources, and will be responsible for escalating critical issues to the Technology Operations Manager. This position is also responsible for ensuring that instructions and SOPs are current and up-to-date, and for identifying areas where additional resources or instructions are needed.

As a supervisor, this position is responsible for training and coaching team members on effective methods of researching, troubleshooting, resolving, and documenting issues. Additional duties will include conducting Engage meetings and completing employee evaluations, approving time off while ensuring adequate coverage, and other special projects assigned.

Qualifications - All you need for success

Minimum Qualifications:

Two 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).

Or

One or more years of work experience in an Information Technology position with a focus on user management and end-user support.

Or

60 or more credit hours earned from an accredited college or university, with a minimum of 15 credit hours in Computer Information Systems or a comparable area of study, along with two years of previous work experience.

Preferred Qualifications/Skills:

• A technical aptitude with the ability to learn application functions supported by the DOC Helpdesk and the ability to research and use reference material to find solutions to customer issues.
• Good communication skills, including the ability to discuss complex technical issues with both technical and non-technical staff.
• Excellent customer service skills and the ability to prioritize work, work efficiently, and assign work as needed.
• Ability to work independently and make decisions based on policy, SOP, experience, and knowledge of the Department.

All requested documents MUST be received by the closing date listed.

Job Details - More reasons to love this position

Contingent upon your position, you may also be eligible to receive:

• A $2.00 per hour shift differential if you are assigned to a shift that begins on or between 12:00pm (noon) and 5:00am and are employed at a 24/7 congregate care facility (i.e. institution, transition center, supervision center, or command center).
• A $0.75 per hour medium security or $1.50 maximum security differential if you work full-time at a qualifying facility.
• A $1.00 per hour restrictive housing differential if you are assigned a regular post within a restrict housing/segregation unit at any facility.

The Department of Corrections currently offers a guaranteed 1% pay increase for every two years of continuous service up to 20 years!

The Missouri Department of Corrections is proud to have a tradition of promotion from within for employees looking for and seeking distinctive career paths. As you work for the department, we invite you to consider your goals and make choices to actively head toward them. We seek to recognize employees who serve with distinction.

Contact Details - If you have questions or require any accommodations to participate in the application or interview process please contact:

DOC.Employment@doc.mo.gov

The State of Missouri is an equal opportunity employer and is committed to developing and maintaining a talented workforce.