SACWIS Support Specialist for Child Welfare

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

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.