Help Desk Support

STI; Indianapolis (IN); On-site; USD 46,000 - 66,000; Full time

Job summary

STI is seeking an experienced help desk specialist to provide software support for the Statewide Automated Child Welfare Information System (SACWIS). You will engage daily with Child Welfare and system development personnel, investigate issues, perform research, and propose clear, concise solutions.

You will document business needs, system analysis, and design changes while serving both internal and external clients via phone, email, and Teams.

Qualifications

• Associates Degree or 3+ years of experience in a related role.
• 3+ years working knowledge of Microsoft Office (Outlook 365, Word and Excel).
• 5+ years of prior customer service experience.
• 5+ years knowledge of help desk ticketing systems.
• 6+ months ability to identify and resolve problems using research techniques.

Responsibilities

Skills

Communication

Problem solving

Documentation

Education

Associates Degree or 3+ years experience

Tools

Microsoft Office

Outlook 365

Word

Excel

Help desk ticketing systems

Jira

Confluence

Service Management tools

Genesys phone systems

Salesforce platform

Software testing

First/Second line support

Job description

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.

Purpose Of Position/Summary

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 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, ID, 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

• Associates Degree or 3 plus years or 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 of Atlassian Jira, Confluence and Service Management tools
• 0
  Ability to communicate effectively orally and in writing
• 0
  Knowledge of Genesys phone systems
  Highly desired
• 0
  Experience of Salesforce platform
  Highly desired
• 0
  Software testing experience
  Highly desired
• 0
  Experience providing first and second tier help desk support
  Highly desired