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 supp
Provides first and second tier support to end users for 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 understandable 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 county program installs;
Learns county and CSB office operations;
Performs other related duties and projects as assigned.
Required/Desired Skills
Skill | Required /Desired | Amount | of Experience |
---|
Basic knowledge of contact center phone systems | Required | 6 | Months |
Basic knowledge of help desk ticketing systems | Required | 6 | Months |
Working knowledge of Microsoft Office (Outlook, Word and Excel); | Required | 1 | Years |
Ability to learn Microsoft SharePoint and IBM Rational Change and Configuration Management (CCM) tools | Required | 0 | |
Ability to identify and resolve problems using research techniques | Required | 0 | |
Ability to communicate effectively orally and in writing | Required | 0 | |
Experience providing first and second tier help desk support | Highly desired | 0 | |
Prior customer service experience | Highly desired | 0 | |
Questions
No. | Question |
---|
Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? |
Question2 | Please list candidate's email address. |
Question3 | Please list the city and state where candidate currently resides. |
Question4 | Candidate must be paid BETWEEN NA and NA if selected for engagement. The provider markup for this position is 20%. Do you accept this requirement? |
Question5 | Resource must be local to IN and comfortable working onsite full-time. |
Question6 | Schedule Monday to Friday 8:00 AM to 5:00 PM |
Question7 | Selected resource will be required to pass DCS specific background and fingerprint checks. Please confirm the resource is comfortable with this requirement. |
إخلاء المسؤولية:
د.جوب هو مجرد منصة تربط بين الباحثين عن عمل وأصحاب العمل. ننصح المتقدمين بإجراء بحث مستقل خاص بهم في أوراق اعتماد صاحب العمل المحتمل.
نحن نحرص على ألا يتم طلب أي مدفوعات مالية من قبل عملائنا، وبالتالي فإننا ننصح بعدم مشاركة أي معلومات شخصية أو متعلقة بالحسابات المصرفية مع أي طرف ثالث. إذا كنت تشك في وقوع أي احتيال أو سوء تصرف، فيرجى التواصل معنا من خلال تعبئة النموذج الموجود على
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