Help Desk Support

Description :

Exhibitproficient listening abilities while engaging in daily communication with ChildWelfare and system development personnel to resolve software related issuesthrough research, analysis and solution formulation.

Purpose of Position / Summary :

Exhibit proficient listening abilities while engaging indaily communication with Child Welfare and system development personnel toresolve software related issues through research, analysis and solutionformulation. Demonstrate the capacity towrite clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentationrelated to software systems effectively.

Provide comprehensive support for the Statewide AutomatedChild Welfare Information System (SACWIS) possessing a robust understanding ofits functionalities. Be well versed inthe data relationships within SAWCIS applications, offering precise guidance tousers for accurate data entry.

Understand and support child welfare policies, proceduresand practices to assist users in documenting federal Titel IV-FC requirements, Adoptionand Foster Care Analysis and Reporting system (AFCARS) requirements, and NationalChild Abuse and Neglect Data System (NCANDS) requirements.

Manage software security tasks, including the creation andmaintenance of user profiles, ID, and passwords while ensuring appropriatesecurity measures for system functions.

Deliver software support to both internal and externalclients via telephone, email and Microsoft Teams, addressing daily productionissues with the SACWIS environment.

Prioritize and plan work activities, analyze andtroubleshoot customer inquiries regarding software applications and communicateeffectively with both technical and non-technical stakeholders.

Adhere to the complete software development lifecycle,including documentation of business needs analysis, system analysis, functionaland technical design, development, testing and production support.

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Associates Degree or 3 plus years or experience

Required

Years

• Working knowledge of Microsoft Office (Outlook 365, Word and Excel);

Required

Years

Prior customer service experience

Required

Years

Knowledge of help desk ticketing systems

Required

Months

Ability to identify and resolve problems using research techniques

Required

Experience of Atlassian Jira, Confluence and Service Management tools

Required

Ability to communicate effectively orally and in writing

Required

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