Help Desk Support

Description

Exhibit proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel to resolve software related issues through research, analysis and solution formulation. Demonstrate the capacity to write clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentation related to software systems effectively. Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS) possessing a robust understanding of its functionalities. Be well versed in the data relationships within SAWCIS applications, offering precise guidance to users for accurate data entry. Understand and support child welfare policies, procedures and practices to assist users in documenting federal Titel IV-FC requirements, AFCARS requirements, and NCANDS requirements. Manage software security tasks, including the creation and maintenance of user profiles, IDs, and passwords while ensuring appropriate security measures for system functions. Deliver software support to both internal and external clients via telephone, email and Microsoft Teams, addressing daily production issues with the SACWIS environment. Prioritize and plan work activities, analyze and troubleshoot customer inquiries regarding software applications and communicate effectively with both technical and non-technical stakeholders. Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support.

Required/Desired Skills

• Skill Required / Desired: Amount Of Experience
  • Associates Degree or 3+ years of experience: 3 years
  • Working knowledge of Microsoft Office (Outlook 365, Word and Excel): 5 years
  • Prior customer service experience: 5 years
  • Knowledge of help desk ticketing systems: 6 months
  • Ability to identify and resolve problems using research techniques: 0 experience
  • Ability to communicate effectively orally and in writing: 0 experience
  • Knowledge of Genesys phone systems: Highly desired
  • Experience of Salesforce platform: Highly desired
  • Software testing experience: Highly desired
  • Experience providing first and second tier help desk support: Highly desired