Help Desk Analyst

5 days ago

Columbia, United States Infojini Inc Full time

Duration : 12 Months contract with possible extension


JOB PURPOSE:

  • As the first point of contact for 800+ Child Support Services Division staff and County Clerk of Court staff, the CFS Help Desk triages requests and incidents for PACSS (Palmetto Automated Child Support System) and FCCMS (Family Court Case Management System) aiming for a high level of first contact resolution. Additionally, the CFS Help Desk is responsible for supporting end user technical issues from theChild Support Portal, a web-based portal accessible to all custodial and non-custodial parents involved in child support cases. Currently there are 60k+ registered users of this system.
  • The Help Desk Analyst provides support for incident resolution and requests for the CFS Help Desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests. The Help Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and engaging with additional support staff. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner with staff from the PACSS and FCCMS project teams.
  • The Help Desk Analyst also supports the Employment Service Unit (ESU) by analyzing and updating employer data in PACSS. This will require coordinating with the ESU team, project team and employers regarding system functionality and necessary measures for maintaining quality employer data.


Primary Responsibilities:

  • Reviews employer data reports provided by business analysts, ESU team and updates the data to meet project goals.
  • May need to contact employers to confirm various employer data elements.
  • Monitor employer data regularly and advise project business analysts and ESU team of the updates needed to maintain clean employer database.


Secondary Responsibilities:

  • Addresses and resolves incidents and requests; logs and/or updates all incidents and requests; engages other service desk resources, job aids, newsletter articles or appropriate PACSS or FCCMS Project Team resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Documents resolutions and updates self-help and staff knowledge bases.
  • Evaluates documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self ‐service documentation, and frequently asked questions lists for end users.
  • Ensures that personal identifying information (PII) is properly used, accessed, gathered, shared and disposed. Protect the agency networks and applications by safeguarding systems, equipment and data.
  • Performs other duties as required.


REQUIRED SKILLS (RANK IN ORDER OF IMPORTANCE):

  • Excellent problem-solving, communication and interpersonal skills, along with patience, and a customer-friendly attitude.
  • Ability to identify, interpret and translate business process training for appropriate audiences
  • Extensive experience MS Office and SharePoint
  • Strong analytical skills
  • Strong ability to communicate (orally and written) with customers, project staff and stakeholders
  • Experience working in a team-oriented, collaborative environment
  • Must be able to multi-task and meet deadlines in a fast-paced environment


PREFERRED SKILLS (RANK IN ORDER OF IMPORTANCE):

  • 3+ years of experience working on child support related system project(s)
  • Attention to detail and strong problem-solving skills
  • Demonstrate strong ability to take initiative and ability to work with minimal to no guidance


REQUIRED EDUCATION:

  • A bachelor's degree or 4 years family court and child support experience may be substituted for the bachelor's degree

  • Help Desk Analyst

    4 weeks ago

    Columbia, United States Insight Global Full time

    JOB DESCRIPTIONInsight Global is looking to add a Help Desk Analyst to our client's team in the Columbia, MO area. This is a tier 1 position that will be responsible for assisting internal employees and subcontractors with equipment set ups, returns, and equipment trouble shooting needs. Daily, this person will be expected to handle 20-30 tickets, 7:30-11...

  • Help Desk Analyst

    4 weeks ago

    Columbia, United States Insight Global Full time

    JOB DESCRIPTIONInsight Global is looking to add a Help Desk Analyst to our client's team in the Columbia, MO area. This is a tier 1 position that will be responsible for assisting internal employees and subcontractors with equipment set ups, returns, and equipment trouble shooting needs. Daily, this person will be expected to handle 20-30 tickets, 7:30-11...

  • Help Desk Analyst

    1 month ago

    Columbia, United States Insight Global Full time

    *6 month contract to hire*Must be able to work onsite and ability to obtain a public trust clearanceJOB DESCRIPTIONInsight Global is looking to add a Help Desk Technician to our client's team in the St. Louis, MO area. This person will be responsible for assisting internal employees and subcontractors with equipment set ups, returns, and equipment trouble...

  • Help Desk Tier I Support Analyst

    5 months ago

    Columbia, United States KG Workforce Solutions, LLC Full time

    KG Workforce Solutions is recruiting for a Help Desk Tier I Support Analyst to provide quality support and customer service on technical and operational requests. The Help Desk Tier I Support Analyst will log and document customer requests using the call tracking system.Primary Responsibilities:Serve as the initial point of contact for internal and external...

  • Help Desk Tier I Support Analyst

    3 days ago

    columbia, United States KG Workforce Solutions, LLC Full time

    KG Workforce Solutions is recruiting for a Help Desk Tier I Support Analyst to provide quality support and customer service on technical and operational requests. The Help Desk Tier I Support Analyst will log and document customer requests using the call tracking system.Primary Responsibilities:Serve as the initial point of contact for internal and external...

  • Junior Tier 2 Help Desk Analyst

    3 months ago

    Columbia, United States ApplyLogic Consulting Group Full time

    ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex...

  • Help Desk Specialist

    3 days ago

    Columbia, South Carolina, United States NavitsPartners Full time

    Job Title: Help Desk SpecialistJob Summary: We are seeking a highly skilled Help Desk Specialist to join our team at NavitsPartners. As a Help Desk Specialist, you will be the first point of contact for our clients, providing technical support and resolving issues in a timely and professional manner.Key Responsibilities:Provide exceptional customer service...

  • Help Desk Windows

    1 month ago

    Columbia, South Carolina, United States Zoluxiones Full time

    We are seeking a Help Desk Technician who is enthusiastic and customer-focused to join our IT team. The ideal candidate will be responsible for providing technical support and assistance to our clients and internal staff, ensuring quick resolution of technical issues and maintaining a high level of customer satisfaction.Responsibilities:Serve as the first...

  • Help Desk

    4 days ago

    Columbia, United States NavitsPartners Full time

    Job tile: Help DeskDuration: 12 months+Location: Jefferson City, MO (Onsite Shift 8:00 a.m. – 5:00 p.m. (Monday – Friday) with a 1-hour lunch break)Pay rate: $24/hr - $960/week OPPORTUNITY TO WORK WITH GOVT CLIENTJob Description:Serve as the first line of contact for all customers, tasked with resolving a variety of client issues quickly and...

  • Help Desk Support Specialist

    1 week ago

    columbia, United States Golden Technology Full time

    Golden Technology is seeking a dedicated and skilled Tier I IT Service Desk Technician for a contract position with our client. This role is ideal for someone with a strong technical background, excellent problem-solving skills, and a passion for providing top-notch customer support. As a Tier I IT Service Desk Technician, you will be the first line of...

  • Help Desk Support Specialist

    2 weeks ago

    Columbia, United States Golden Technology Full time

    Golden Technology is seeking a dedicated and skilled Tier I IT Service Desk Technician for a contract position with our client. This role is ideal for someone with a strong technical background, excellent problem-solving skills, and a passion for providing top-notch customer support. As a Tier I IT Service Desk Technician, you will be the first line of...

  • Help Desk Support Specialist

    1 week ago

    columbia, United States Golden Technology Full time

    Golden Technology is seeking a dedicated and skilled Tier I IT Service Desk Technician for a contract position with our client. This role is ideal for someone with a strong technical background, excellent problem-solving skills, and a passion for providing top-notch customer support. As a Tier I IT Service Desk Technician, you will be the first line of...

  • Help Desk Deployment Specialist

    1 month ago

    Columbia, United States Environmental Dynamics International Full time

    Job DescriptionJob DescriptionJOB SUMMARY Axius Water Holding LLC Information Technologies Division supports multiple Operating Companies across the Globe. The primary responsibility of the Help Desk / Deployment Specialist is to decommission end of life computers, deploy new computers, or redeploy existing in-service machines by using cloud tools such as...

  • Customer Support Consultant

    2 months ago

    Columbia, United States Themis Insight LLC Full time

    Themis Insight solves difficult business, IT, and analytic problems by addressing the whole problem - not just the symptoms - using interdisciplinary approaches that are both practical and innovative. We provide fresh alternatives to ordinary, mainstream consulting firms through small, highly skilled, and hand-picked teams that can meet clients' needs in any...

  • Business Analyst

    6 days ago

    Columbia, United States Rose International Full time

    SCOPE OF THE PROJECT:THE Client PROJECT IS PART OF THE Client AND IS RESPONSIBLE FOR DEVELOPING, IMPLEMENTING, AND MAINTAINING A FEDERALLY MANDATED CHILD SUPPORT ENFORCEMENT SYSTEM (CSES) THAT PROVIDES COMPREHENSIVE SUPPORT TO THE OPERATION OF SOUTH CAROLINA’S CHILD SUPPORT ENFORCEMENT (CSE) PROGRAM AS WELL AS FOR IMPLEMENTATION AND...

  • Help Desk Associate- Oracle Hospitality Support

    3 months ago

    Columbia, United States Oracle Full time

    Hospitality OPERA Cloud Help Desk AssociateLocation: On-site position based in Columbia, MD Great Opportunity to join Oracle!This is a full-time job which includes holding various AM and PM shifts including weekends and holidays. Shifts are assigned based on workforce need at the time of hire, most of which fall between 7am and 11pm ET Monday-Sunday.Note:...

  • Systems Administrator/Support Analyst

    4 weeks ago

    Columbia, United States SYSTEMTEC Full time

    Systems Administrator/Support Analyst - Requires weekly onsite work in Columbia, SC SYSTEMTEC is seeking a Systems Administrator I/Support Analyst for a long-term hybrid (weekly onsite/remote schedule) opportunity in Columbia, SC. This candidate will be part of the team that provides tier II support via phone and email.Required Qualifications of the Systems...

  • Systems Administrator/Support Analyst

    4 weeks ago

    Columbia, United States SYSTEMTEC Full time

    Systems Administrator/Support Analyst - Requires weekly onsite work in Columbia, SC SYSTEMTEC is seeking a Systems Administrator I/Support Analyst for a long-term hybrid (weekly onsite/remote schedule) opportunity in Columbia, SC. This candidate will be part of the team that provides tier II support via phone and email.Required Qualifications of the Systems...

  • Information Security Analyst

    6 days ago

    Columbia, South Carolina, United States Technical Source Full time

    Job Summary:Technical Source is seeking a highly skilled SOC Analyst I to join our IT Solutions team in Raleigh, NC. As a key member of our 24x7x365 Security Operations Center (SOC), you will play a critical role in ensuring the security and integrity of our clients' IT systems.Key Responsibilities:Alert Prioritization and Triage: Prioritize and triage...

  • Senior Infrastructure Operations Analyst

    2 weeks ago

    Columbia, United States T Rowe Price Group, Inc Full time

    Requisition Number: 70251 Position Title:External Description: PRIMARY PURPOSE OF THE POSITION The Senior Desktop Support Analyst in the Desktop Services Group is responsible for all aspects of Desktop Support as they relate to a given Business unit, to include Trading Desk operations. The Sr. Analyst is also the primary contact for the business users for...