Lead Helpdesk Examiner

Job Posting Title

Lead Helpdesk Examiner

Agency

640 SERVICE OKLAHOMA

Supervisory Organization

Help Desk & LO Support Services

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.

This position has an annual rate of $51,000.

Job Description

AGENCY SUMMARY

The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.

This position has an annual rate of $51,000.

Service Oklahoma offers a generous benefits package, including a benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans.  The Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan.  Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave.  Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma.  

POSITION SUMMARY

The Lead Helpdesk Examiner plays a vital role in providing exceptional support to customers, partners, and field staff by efficiently addressing inquiries and performing essential administrative tasks. A key responsibility of this position is providing secondary authorization on required applications to verify accuracy, compliance, and completeness, as well as ensuring the accuracy and integrity of data in the state system of record. Additional duties include managing communications via phone, email, chat, and other means; preparing and maintaining accurate correspondence and records; processing applications for permits or licenses; and assisting with customer, partner, or staff issues or procedural guidance. The role also involves organizing filing systems, both physical and electronic, and handling administrative requests to ensure smooth and timely operations. This position is critical in maintaining seamless communication and efficient processing to meet the needs of the agency and its stakeholders.

POSITION RESPONSIBILITIES

This job description describes the general nature and level of work performed by the employee assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills.

• Functions as the central line of support for customers, staff, and partners; provides prompt and professional assistance.
• Develops expertise in Service Oklahoma rules, policies, procedures, and requirements to properly inform stakeholders about identification requirements, the legality of documents, eligibility for, and types of driver’s licenses or identification cards.
• Provides secondary authorization on required applications, verifying accuracy, compliance, and completeness.
• Accurately communicates reasons applications cannot be accepted and procedures to resolve any disqualifying issues, including medical, physical or mental information provided by applicant based on state and federal standards; determines requirements for waivers or restrictions to driving privileges; advises on waiver application procedures or requirements for additional evaluation.
• Establishes drivers license records while maintaining the confidentiality and security of information in compliance with state and federal laws.

• Upon request, assists the legal division in gathering evidence to prepare for potential legal action on fraudulent applications.

• Responds to inquiries and provides information concerning specific laws and procedures to law enforcement agencies, partners, staff, and the general public.
• Accurately inputs and updates customer information, service requests, and other relevant data into the system, ensuring data integrity and confidentiality.
• Performs a variety of sorting and filing tasks; answers the phone, takes messages, and disseminates information; opens, sorts, distributes, collects, and delivers mail; performs several tasks such as posting and recording data.
• Produces documents of various levels of complexity.
• Reviews and verifies reports, forms, and other documents for completeness, appropriateness, accuracy, and conformity to established requirements, and follows up on discrepancies.
• Receives and reviews coded and uncoded source documents; audits previously entered data, address disparities and make corrections when needed; ensures data meet the standard of law or OAC.   
• Maintains organized paper filing systems for customer records, ensuring all documents are filed accurately and can be retrieved easily. Assists customers in securing needed information and documents.
• Other duties as assigned.

This position may be expected to cross-train in other sections of their division and perform the job duties in each section, based on the needs of the agency. 

KNOWLEDGE, SKILLS, & ABILITIES

• Proficiency in using computer systems and software applications.
• Customer-focused mindset with a problem-solving attitude.
• Knowledge and understanding of Microsoft Suite.
• Strong organizational skills; high attention to detail and accuracy in data entry
• Proficient in data entry, including typing at least 50wpm with minimal errors
• Maintain high standards of service quality.
• Excellent written and verbal communication skills.
• Ability to efficiently manage multiple tasks and priorities in a fast-paced environment, balancing customer interactions with administrative responsibilities.
• Ability to communicate effectively with customers, providing clear and concise information, troubleshooting issues, and escalating complex cases to senior staff, as necessary.
• Ability to handle sensitive information with discretion.
• Ability to maintain effective working relationships with others.
• Ability to work independently as well as part of a team.

LEVEL DESCRIPTORS

Examiner

• The Help Desk Examiner is assigned responsibilities at the full-performance-level where they shall perform work in completing various driver license examining functions associated with the testing and issuance of driver’s licenses and state identification cards.

Lead

• The Help Desk Examiner Lead is assigned responsibilities as the subject-matter-expert where they shall perform work in completing various driver license examining functions associated with the testing and issuance of driver’s licenses and state identification cards with a greater degree of complexity. 

EDUCATION & EXPERIENCE

The preferred minimum qualifications for this position are:

LE – Helpdesk Examiner

• An Bachelor’s Degree in any field
• OR four (4) years of technical clerical office work
• OR equivalent combination of education and experience.

LE – Helpdesk Lead

• Minimum qualifications for the DLE-Helpdesk Examiner, PLUS a minimum of six months of experience in the Product & Experience division.

Preference may be given to candidates who:

• Have knowledge of state and federal laws regarding driving privileges.
• Have familiarity with driver services processes and procedures.
• Have previous customer service experience.
• Is proficient in typing at least 50wpm with minimal errors.

SPECIAL REQUIREMENTS

• The schedule for this position may vary and require flexibility, including some early or late shifts, weekends, and occasional overtime, based on the needs of the agency. 

• This position will not require travel.

• This position works in a comfortable office setting with a computer for a large percentage of the workday.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.

If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information:

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