CW LMS Help Desk Staff

Job Description

Overview:
The Department of Health and Human Services supports a specialized Child Welfare Learning Management System (CW LMS) utilized for the development, delivery, and support of training for field Social Workers, management staff, Central Office staff, and affiliated external entities. This CW LMS Help Desk Staff (Clerk Specialist) position will be the primary expert for end user support and training as well as provide technical input for system configuration and improvements to the CW LMS Administrator.
Summary:
This is a full-time opportunity, Monday – Friday with typical hours being from 8:00 AM- 4:30 PM with overtime as needed. This position currently has the option to work from their home but will be assigned to the nearest full time HHS office. Any in-office requirements could involve travel offices throughout the state. The starting salary for individuals new to employment with the State of Iowa is $17.10/hour for this position. New employees are eligible for a raise after completing their first 6 months.
Basic Purpose of this position:
This position serves as an expert in the use and navigation of the Department's CW LMS. Performs complex and difficult clerical duties of a quasi-administrative, specialized nature, working closely with the CW LMS Administrator in trouble shooting issues and enhancing overall system performance. Responds in an expeditious manner to issues and questions that end users encounter with the CW LMS, providing them accurate guidance in order to rectify issues. This position will provide customer service to DHS staff as well as external entities, including mandatory reporters of child and dependent adult abuse from across the state.
Core Essential Functions:

• Serves as the resident expert for end users of the CW LMS.
• Consults verbally to establish and maintain effective working relationships with field Social Workers, management staff, Central Office staff, and affiliated external entities who are users of the CW LMS. Creates and maintains excellent written, phone, and face-to-face communications with service Social Workers, management staff, Central Office policy staff, and affiliated external entities to provide expeditious, accurate, and consistent responses to questions and issues related to the CW LMS. Serves as the primary resource for CW LMS related issues, problem solving by answering routine questions, assisting with user access setup, addressing standard access and navigation issues, being familiar with all software used by training staff to develop and host trainings, and troubleshooting technical issues related to virtual training.
• As the primary point of contact for the CW LMS, provides input and feedback as needed for identification of training needs for field Social Workers, management staff, Central Office staff, and external entities regarding how to effectively utilize the CW LMS. Develops and provides field Social Workers, management staff, Central Office staff, and external entities written guidance and resource materials that will assist with the navigation of the CW LMS.
• Maintains a method of tracking questions/issues that are received and addressed.
• Assists the CW LMS Administrator in the set up and formatting of trainings on the CW LMS, including the loading of training documents, recordings, and other training related materials into the CW LMS. Works closely with the CW LMS Administrator in determining solutions and/or system enhancements. Along with the CW LMS Administrator, participates in ongoing meetings with the LMS platform provider to remain current on system changes and enhancements that are specific and specialized for Department and partner use.
• Assists in the testing of CW LMS enhancements to ensure the system operates correctly before implementation.
• Compiles various reports and completes various status reports as assigned. Performs administrative functions as required.

• Demonstrate exceptional customer services skills and the ability to establish relationships;
• Demonstrate excellent judgment and communication skills;
• Possess the ability to provide good written documentation in a timely manner;
• Possess the ability to prioritize and work under pressure;
• Demonstrates integrity and a strong work ethic; and
• Possess the ability to use independent judgement to make sound decisions.

• Compensation is commensurate with experience and education.
• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC) (Employer Sponsored Retirement Plan)
• Health, Dental and Vision Insurance
• Vacation Leave
• Sick Leave
• Paid Holidays (9 days/year)
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability Insurance

Minimum Qualification Requirements

Experience equal to three years of full-time clerical or closely related work;