Help Desk Support

About the Role

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) with a robust understanding of its functionalities. Be well‑versed in the data relationships within SACWIS 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 Title IV‑FC requirements, Adoption and Foster Care Analysis and Reporting System (AFCARS) requirements, and National Child Abuse and Neglect Data System (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 within 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.

Responsibilities

• Listen attentively and communicate daily with Child Welfare and system development personnel to resolve software issues.
• Research, analyze, and formulate solutions for software‑related problems.
• Write clear, concise documentation tailored to diverse audiences.
• Maintain, organize, and track software system documentation.
• Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS).
• Guide users on accurate data entry by understanding SACWIS data relationships.
• Assist users in documenting federal Title IV‑FC, AFCARS, and NCANDS requirements.
• Manage software security tasks, including creation and maintenance of user profiles, IDs, and passwords.
• Deliver support via telephone, email, and Microsoft Teams, handling daily production issues.
• Prioritize work, plan activities, and troubleshoot customer inquiries.
• Communicate effectively with both technical and non‑technical stakeholders.
• Follow the full software development lifecycle, from business needs analysis to production support.

Qualifications

• Associate’s degree or three (3) + years of relevant experience.
• Three (3) years of experience with Microsoft Office (Outlook 365, Word, Excel).
• Five (5) years of prior customer‑service experience.
• Five (5) years of knowledge of help‑desk ticketing systems.
• Six (6) months of experience identifying and resolving problems using research techniques.

Desired Skills

• Experience with Atlassian Jira, Confluence, and Service Management tools.
• Strong oral and written communication abilities.
• Knowledge of Genesys phone systems (highly desired).
• Experience with the Salesforce platform (highly desired).
• Software testing experience (highly desired).
• Experience providing first‑ and second‑tier help‑desk support (highly desired).