DOC Help Desk Lead Central Office

Lead the Central Office DOC Help Desk operations in Jefferson City, MO onsite, supervising a small team and coordinating with ITSD resources to manage daily ticketing, escalate critical issues, and maintain current SOPs.

Responsibilities

• Provide technical support and user access for multiple DOC applications.
• Monitor the ticketing queue daily to ensure tickets are prioritized and resolved within defined timeframes.
• Collaborate with fellow help desk staff to resolve tickets and coordinate with ITSD resources, escalating critical issues to the Technology Operations Manager as needed.
• Maintain up-to-date instructions and SOPs while identifying gaps where additional resources or guidance are required.
• As a supervisor, train and coach team members on effective researching, troubleshooting, resolving, and documenting issues.
• Conduct Engage meetings, perform employee evaluations, approve time off, and ensure adequate coverage.

Requirements

• One or more years of experience with the Missouri Department of Corrections in a role that requires substantial use of agency computer systems.
• One or more years of information technology or related experience.
• At least 30 earned college credits from an accredited college or university, with a minimum of 15 credits in Computer Information Systems or a related field.

Compensation

• Salary: USD 44,706 per year.

Benefits

• Missouri State Employee Retirement System.
• Deferred compensation plan.
• Health insurance including medical, vision, and dental for employees and family members.
• Paid life insurance.
• Long-term disability insurance.
• Cafeteria plan.
• Paid holidays.
• 10 hours of annual leave per month.
• 10 hours of sick leave per month.
• Uniforms provided when required.
• Pre-service and in-service training.
• Access to a credit union.
• Direct deposit of paycheck (required).
• Employee health, wellness, and safety initiatives.
• MOST 529 College Savings Program.

Job Details - More Reasons to Love This Position

• A $2.00 per hour shift differential for shifts starting between 12:00 pm and 5:00 am at a 24/7 facility.
• A $0.75 per hour maximum security stipend for full-time work at a qualifying facility.
• A $1.00 per hour restrictive housing stipend for regular posts in a restrict housing/segregation unit at any facility.

Contact Details

Questions or accommodations for the application or interview process: [email protected]