What are the responsibilities and job description for the IT Help Desk Support Specialist - IN PERSON INTERVIEW only position at Parin Technologies?
Title: IT HelpDesk Support Specialist
Location: Indianapolis, IN
Hybrid - atleast 1 day onsite per week
Duration: 8 months
Interview: Inperson
Job Description
Employee serves as IT Help Desk in the IT Office. Employee is responsible for answering incoming calls and assisting users in various aspects of the child support application. The Business Systems Consultant-Associate reports to the CSB-IT Help Desk Manager.
Provides first and second tier support to end users for INvest, ISETS and Child Support ancillary applications;
Location: Indianapolis, IN
Hybrid - atleast 1 day onsite per week
Duration: 8 months
Interview: Inperson
Job Description
Employee serves as IT Help Desk in the IT Office. Employee is responsible for answering incoming calls and assisting users in various aspects of the child support application. The Business Systems Consultant-Associate reports to the CSB-IT Help Desk Manager.
Provides first and second tier support to end users for INvest, ISETS and Child Support ancillary applications;
- Assigns third tier support tickets to application third tier team;
- Adopts customer service strategy;
- Answers end user requests with the ability to identify, diagnose, and respond with a solution in a timely manner;
- Tactfully explains issues and provides relevant information to users in an clear manner;
- Simulates or recreates user problems to resolve user navigation issues;
- Refers more complex inquiries to IT Help Desk Analyst Intermediate or IT Help Desk Senior;
- Learns basic County Financial Management processes to assist users;
- Ensures user communications are timely, courteous, and on-going;
- Follows all written procedures and guidelines for IT Help Desk operations;
- Creates, modifies and resets ISETS User IDs;
- Processes requests for Active Directory, Azure, License Suspension, Cognos and Panoptic IDs;
- Processes County Worker Status and Profile reports and Holiday Schedules;
- Assists with access to various websites and CSB provided ancillary program installs;
- Learns county and CSB office operations;
- Performs other related duties and projects as assigned.
- Basic knowledge of ISETS and Child Support ancillary applications preferred;
- Working knowledge of Microsoft Office (Outlook, Word and Excel);
- Ability to communicate effectively verbally and in writing;
- Ability to identify and resolve problems using proven research techniques;
- Ability to retain composure in stressful situations;
- Basic knowledge of contact center phone systems;
- Basic knowledge of help desk ticketing systems;
- Possesses a sense of urgency towards tasks.
- Ability to learn Atlassian Jira, Confluence and Service Management tools.
