Hybrid opportunity for a help desk support

6 days ago

Indianapolis, United States Talentech Digital Full time
Job DescriptionJob Description

We have a Hybrid opportunity for help desk support for the Department of Child Services in Indianapolis IN for a long-term project. I am forwarding the JD for your reference. Kindly review it and let me know if you would be interested in this opportunity.

 

JD:

IN-DCS-Help Desk Support (746616)

Rate/Compensation: $30.17 on W2 hourly (No benefits) or $44,600K plus benefits

Location: 500 N. Meridian StreetIndianapolis, IN 46204

Interview: In Person

 

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

 

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 an 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.

 

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Working knowledge of Microsoft Office (Outlook, Word and Excel);Required5Years

Prior customer service experienceRequired5Years

Knowledge of contact center phone systemsRequired6Months

Knowledge of help desk ticketing systemsRequired6Months

Ability to learn Microsoft SharePoint and IBM Rational Change and Configuration Management (CCM) toolsRequired  

Ability to identify and resolve problems using research techniquesRequired  

Ability to learn Atlassian Jira, Confluence and Service Management toolsRequired  

Ability to communicate effectively orally and in writingRequired  

Experience providing first and second tier help desk supportHighly desired  

Questions

Description

Question 1Absences 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?

Question 2Please list candidate's email address.

Question 3Please list the city and state where candidate currently resides.

 

Question 5Resource must currently reside in the State of Indiana. Please confirm the resource understands this requirement.

Question 6Schedule 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 7Selected resource will be required to pass DCS specific background, and fingerprint checks. Please confirm the resource is comfortable with this requirement.

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

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

 

 

 

Company DescriptionTalenTech Digital is a Northern Virginia-based IT staffing and consulting company.Company DescriptionTalenTech Digital is a Northern Virginia-based IT staffing and consulting company.

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