Council of State Governments
  • 10-Sep-2021 to 01-Oct-2021 (EST)
  • HQ-IT
  • Lexington, KY, USA
  • Salary
  • Full Time

The Council of State Governments (CSG) is the nation's only organization serving all three branches of state government. CSG is a region-based forum that fosters the exchange of insights and ideas to help state officials shape public policy. This offers unparalleled regional, national and international opportunities to network, develop leaders, collaborate and create problem-solving partnerships. To learn more about CSG please visit our website at www.csg.org. We are currently seeking a Help Desk and Training Coordinator at our Lexington, KY national headquarters office.

Job Summary

Help Desk and Training Coordinator is responsible for first response in answering, basic troubleshooting and replying to help desk inquires.

Essential Duties & Responsibilities

  • Provides technical assistance via in-person, remote or telephone support for all technology needs including computer hardware, applications and related equipment.
  • Monitors and responds quickly and efficiently to incoming IT requests.
  • Prioritizes and triages incoming IT requests based upon IT staff availability and in line with applicable IT policies and procedures.
  • Resolves problem calls and documents actions accordingly. Consults with senior IT staff about problems that remain unresolved.
  • Provides technical support, training, and direction to all CSG staff for all hardware and software products. Works to develop a comprehensive training program for CSG staff. Leads training in individual and classroom settings as situations dictate.
  • Provides computing equipment and orientation for new staff. Performs recovery of computing equipment and archives data for separating staff.
  • Documents daily activities and completes required support documentation.
  • Installs and maintains hardware and software systems. Performs hardware/software upgrades and preventive maintenance as needed.
  • Maintains technical expertise using CSG workstations, servers, and telecom equipment. Ensures familiarity with all vital Information Technology functions and procedures.
  • Performs backup and recovery procedures.
  • Maintains CSG staff telephones, voice mail and any related components.
  • Monitors system performance across the networks.
  • Performs other tasks as assigned by IT management.

Skills & Abilities

  • Available to work during standard daytime business hours (with flexibility for overtime before and/or after shift as needed.
  • May include work outside of standard business hours and occasional travel as needed.
  • Must have a valid driver's license.
  • Ability to identify and organize work according to priority.
  • Ability to provide outstanding customer care and service with every interaction.
  • Ability to effectively communicate problems and solutions to supervisor, peers, and coworkers/customers adapting communication style based on recipient's technical knowledge.
  • Ability to interact effectively with diverse people in different contexts and foster equity and inclusion through self-awareness, cultural sensitivity, and valuing others.
  • Dedication to public service with an unfailing commitment to act with civility, be nonpartisan in performing CSG duties, and be a responsible steward of member and donor funds.

Experience and Education Requirements

  • Two (2) years of experience in help desk environment or in a similar IT customer service-based field.
  • Experience with help desk ticketing systems preferred but not required
  • Familiarity with Ethernet networking, wiring and troubleshooting a plus.
  • High school diploma or equivalent required.

Application Instructions

Interested candidates must complete the online application and include their resume and cover letter.

Qualified applicants will receive consideration for employment without regard to characteristics including but not limited to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Council of State Governments
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