Help Desk Support II

Responsibilities

• Manages the support emails and calls from internal and external system users.
• Updates Issue tracking systems with information from service desk reports.
• Creates and/or provides reports to groups interested in this information.
• Assigns incident work items to team members as needed.
• Provides Salesforce and Salesforce third-party application support to internal and external users on CHATS technology issues.
• Identifies, researches, and resolves technical problems related to the CHATS Salesforce application.
• Follows up with internal and external users, by email, phone, or webinar, to gather more information to identify and solve technical problems.
• Documents, tracks, and monitors technical issues to ensure a timely resolution.
• Submits and tracks user-reported issues in the incident management system(s).
• Ensures the incident is assigned the correct priority, category, and impact.
• Validates user-reported bugs and system issues and identifies the root cause.
• Identifies when issues are beyond the scope of basic support/Tier 1 and escalates and assigns the incident to the appropriate internal or external technical team resource to be worked on and tracked to ensure the work is completed.
• Ensures that the issues reported are documented with steps to reproduce expected outcomes, and include enough detail to easily reproduce, validate, and report to the administrator or developer to reach a resolution.
• Communicates with end users to inform them of known system issues and issue resolution.
• Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
• Affords assistance in maintaining status on work items as things move through the bug/issue life cycle.
• Documents issues and issue resolution to be used to update programmatic Frequently Asked Questions (FAQ) and user guides.
• Updates internal and external users on the status of their incident/bug requests.
• Adheres to and informs the standard process for issue identification and resolution.
• Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved.
• Participates in testing and validation activities.

Qualifications

• A minimum of three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite.
• Excellent analytical and troubleshooting skills.
• Ability to work both independently and as part of a team.
• Excellent verbal and written communication skills.
• Accurate, thorough, and detail-oriented.
• Efficient with time-sensitive projects.
• Preferred: A minimum of three years experience with using Salesforce Customer Resource Management (CRM) and Jira.
• Preferred: Functional understanding of the CHATS application.
• Preferred: Current Salesforce Administrator Certification in progress.