IN-DCS-Help Desk Support

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
SkillRequired /DesiredAmountof ExperienceBasic knowledge of contact center phone systemsRequired6MonthsBasic knowledge of help desk ticketing systemsRequired6MonthsWorking knowledge of Microsoft Office (Outlook, Word and Excel);Required1YearsAbility to learn Microsoft SharePoint and IBM Rational Change and Configuration Management (CCM) toolsRequired0Ability to identify and resolve problems using research techniquesRequired0Ability to communicate effectively orally and in writingRequired0Experience providing first and second tier help desk supportHighly desired0Prior customer service experienceHighly desired0
Questions
No.QuestionQuestion1Absences 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?Question2Please list candidate's email address.Question3Please list the city and state where candidate currently resides.Question4Candidate must be paid BETWEEN NA and NA if selected for engagement. The provider markup for this position is 20%. Do you accept this requirement?Question5Resource must be local to IN and comfortable working onsite full-time.Question6Schedule Monday to Friday 8:00 AM to 5:00 PMQuestion7Selected resource will be required to pass DCS specific background and fingerprint checks. Please confirm the resource is comfortable with this requirement.