Help Desk Support

Help Desk Support

500 N. Meridian Street

Indianapolis, IN 46204| Remote| In person

Skill Required / Desired Amount of Experience

Associates Degree or 3 plus years or experience Required 3 Years

Working knowledge of Microsoft Office (Outlook 365, Word and Excel); Required 5 Years

Prior customer service experience Required 5 Years

Knowledge of help desk ticketing systems Required 6 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

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 Titel IV-FC requirements, Adoption and Foster Care Analysis and Reporting system (AFCARS) requirements...