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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. 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 Ability to identify and resolve problems using research techniques Required Ability to communicate effectively orally and in writing Required Experience providing first and second tier help desk support Highly desired Prior customer service experience

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