Help Desk Support

STI; Indianapolis (IN); On-site; USD 45,000 - 55,000; Full time

Job summary

A leading technology firm is looking for a dedicated support professional to assist with the Statewide Automated Child Welfare Information System (SACWIS). The ideal candidate will have strong problem-resolution skills and a background in customer service. Responsibilities include managing software security, delivering support via multiple communication channels, and ensuring accurate data documentation related to child welfare policies. Strong communication skills and familiarity with Microsoft Office are essential for this role.

Qualifications

• 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.

Responsibilities

• Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS).
• Understand and support child welfare policies to assist users with documentation.
• Manage software security tasks, including user profile and password management.
• Deliver software support via telephone, email, and Microsoft Teams.
• Communicate effectively with technical and non-technical stakeholders.

Skills

Customer service

Problem resolution

Effective communication

Microsoft Office

Help desk ticketing systems

Education

Associates Degree or 3+ years of experience

Tools

Atlassian Jira

Salesforce

Service Management tools

Genesys phone systems

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.

Responsibilities

• 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, 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.

Qualifications

Associates Degree or 3+ 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