Load Forecasting Manager

Description The primary function of this entry-level position is to provide first-level support to minimize interruptions in computer systems and related equipment by answering incoming calls. The incumbent will provide immediate solutions when possible, assign problems to the proper areas, furnish feedback to the customer, inform other Help Desk staff of recurring problems and issues affecting multiple users, enter calls into the tracking system, and monitor service calls. Duties The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. The County reserves the right to modify or change the duties or essential functions of this job at any time. Provides Level I problem determination using historic information stored in the problem-tracking system, information provided by the Customer Support Supervisor, and occasionally requests assistance/training from Desktop Technician and technical specialist. Provides professional, accurate, and efficient support to all ACG employees and adheres to County standards. Monitors Service Requests (S/R) and Incident Reports (I/R), clearly notes problems on the problem-tracking system, escalates calls to the next level when necessary, and keeps the customer informed of the status of the call. Notifies appropriate personnel of any problems not immediately resolved including co-workers and updates management when appropriate. As needed, contacts other support areas when they must be involved with correcting a situation by any method possible, such as phone, in person, or paging and e-mail. Provides first-level support of LAN-based PCs on both the operating system and application levels. Documents all requests for assistance by logging all calls and monitoring those passed on to second level support. Records all data necessary on problem/status in the tracking system and documents any information needed to resolve possible recurring issues in the future. Adheres to Help Desk support schedule. Requirements Education & Experience: High school diploma or GED. College degree, accredited computer courses or related experience are desirable. Any equivalent combination of education or experience that satisfies the requirements of the job. Preferred Experience, Knowledge, Skills and Abilities: Experience with computer systems, LAN and mainframe environment. PC experience; hardware and software, with an emphasis on MS Office products. Exceptional customer service (phone skills); oral and written communication skills. Ability to communicate computer processes to a variety of audiences. Ability to work in a team-oriented environment. Strong problem solving abilities. Supplemental Information Pre‑employment testing includes background check and polygraph exam. Will have fingerprints on file. EEO Statement Arapahoe County does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information, sexual orientation or any other status protected under the law. It is our intention that all qualified applicants be given equal opportunity in any term, condition, or privilege of employment and that selection decisions are based on job‑related factors. Arapahoe County is committed to making employment accessible to persons with disabilities. In accordance with Senate Bill 23‑058, applicants understand that Arapahoe County will not request or require the applicant to include their age, date of birth, or date of attendance/graduation date on the initial application. Applicants understand that Arapahoe County can request or require an individual to provide documentation including copies of certification, transcripts, and other materials created by a third party. The applicant understands that the applicant can redact, if they so choose, information that identifies age, date of birth, or dates of attendance/graduation from an educational institution on those requested/required certification, transcripts and other materials created by a third party. Benefits Medical, Dental, and Vision Insurance Life and Supplemental Life Insurance Short and Long Term Disability Mandatory Pension Plan Deferred Compensation Plan Pre-paid Legal Services Vacation and Sick Leaves Holiday pay Training and Educational Reimbursement Opportunities #J-18808-Ljbffr City of Santa Fe Springs