Help Desk Support

Short Description:

Employee serves on the CSB-IT Help Desk in the Department of Child Services (DCS), Child Support Bureau (CSB) IT Office.

Location:

Indianapolis, IN

Complete Description:

Purpose of Position/Summary:

Employee serves on the CSB-IT Help Desk in the Department of Child Services (DCS), Child Support Bureau (CSB) IT Office. Employee is responsible for answering incoming calls and assisting CSB and County Partner users in various aspects of the child support application, ISETS (Indiana Support Enforcement Tracking System). 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 a clear manner;
• Simulates or recreates user problems to resolve user navigation issues;
• Refers more complex inquiries to CSB-IT Help Desk Analyst Intermediate or CSB-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 CSB-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.
  
  

Job Requirements:

• 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.
  
  

Skills:

• Working knowledge of Microsoft Office (Outlook, Word and Excel); - Required, 5 Years
• Prior customer service experience - Required, 5 Years
• Knowledge of contact center phone systems - Required, 6 Months
• Knowledge of help desk ticketing systems - Required, 6 Months
• Ability to learn Microsoft SharePoint and IBM Rational Change and Configuration Management (CCM) tools - Required
• Ability to identify and resolve problems using research techniques - Required
• Ability to learn Atlassian Jira, Confluence and Service Management tools - Required
• Ability to communicate effectively orally and in writing - Required
• Experience providing first and second tier help desk support - Highly desired
  
  

Questions:

Question 1: Schedule will be hybrid. 3 days in office and 2 days remote. Working hours are Monday to Friday 8:00 AM to 5:00 PM. Do you accept this requirement?

Question 2: Selected resource will be required to pass DCS specific background, and fingerprint checks. Please confirm the resource is comfortable with this requirement.

Question 8: There will be additional background check and security training once hired on site. Do you accept this requirement?

Question 9: Please confirm candidate will come on site for interview.

Agency Interview Type:

In person only

Work Arrangement:

Hybrid