Help Desk Analyst

1 day ago

West Columbia, United States Infojini 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

    7 days ago

    Columbia, South Carolina, United States Infojini Inc Full time

    Job Title: Help Desk AnalystInfojini Inc is seeking a skilled Help Desk Analyst to join our team. As a Help Desk Analyst, you will be the first point of contact for our staff and customers, providing technical support and resolving issues in a timely and professional manner.Key Responsibilities:Provide technical support and resolve issues related to PACSS...

  • Help Desk Analyst

    2 weeks ago

    Columbia, United States Infojini Inc Full time

    Duration : 12 Months contract with possible extensionJOB 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...

  • Help Desk Analyst

    3 days ago

    columbia, United States Infojini Inc Full time

    Duration : 12 Months contract with possible extensionJOB 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...

  • Help Desk Analyst

    3 weeks ago

    Columbia, United States Infojini Inc Full time

    Duration : 12 Months contract with possible extensionJOB 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...

  • Help Desk Analyst II

    1 week ago

    West Chester, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are in search of a Help Desk Analyst II to join our team in WEST CHESTER NT, Ohio. This role involves providing technical assistance, troubleshooting hardware and software issues, and working within a Microsoft Windows environment. As a Help Desk Analyst II, your responsibilities will include maintaining computer systems,...

  • Help Desk Support Analyst

    3 weeks ago

    West Plains, United States Ozarks Health Care Full time

    The Tier 1 IT Help Desk Support Analyst functions as a key team member in a customer service driven Help Desk environment and provides front-line support for both desktop and laptop users. This person will also interact with managers, departmental liaisons, and key hospital staff and collaborate with other Help Desk analysts, infrastructure support...

  • Help Desk Tier I Support Analyst

    3 weeks 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

    6 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 Analyst

    2 days ago

    West Palm Beach, Florida, United States Integra Connect Full time

    Job Summary:We are seeking a skilled Help Desk Analyst to join our team at Integra Connect. As a Help Desk Analyst, you will be responsible for providing technical support to our end-users, resolving complex issues, and ensuring a seamless user experience.Key Responsibilities:Provide technical support to end-users via phone, email, or remote accessResolve...

  • Junior Tier 2 Help Desk Analyst

    4 months ago

    West 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 Support Specialist

    2 weeks ago

    Columbia, South Carolina, United States ApplyLogic Consulting Group Full time

    Junior Tier 2 Help Desk AnalystApplyLogic Consulting Group is a fast-paced Service-Disabled Veteran-Owned Small-Business headquartered in Vienna, VA. Our company culture is built on the value of our people, and we offer challenging and interesting work in a friendly and supportive environment.Job SummaryWe have an immediate position available for a Junior...

  • Help Desk Support Specialist

    3 weeks ago

    West Plains, Missouri, United States Ozarks Health Care Full time

    Job Summary:Ozarks Health Care is seeking a skilled Help Desk Support Analyst to join our team. As a key member of our customer service driven Help Desk environment, you will provide front-line support for both desktop and laptop users.Key Responsibilities:Interact with managers, departmental liaisons, and key hospital staff to resolve computer-related...

  • Junior Tier 2 Help Desk Analyst

    4 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 DeskJob Summary:We are seeking a highly skilled and customer-focused Help Desk professional to join our team at NavitsPartners. As a Help Desk Specialist, you will be the first point of contact for our clients, responsible for resolving a wide range of technical issues in a timely and effective manner.Key Responsibilities:Provide exceptional...

  • Help Desk Specialist

    3 weeks 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 Analyst

    3 weeks ago

    West Des Moines, United States TEKsystems Full time

    Help Desk Analyst 100% remote *must reside within 30 miles of Des Moines, IA Technical Troubleshooting Customer Service Phone, Email, Chat Windows Active Directory ServiceNow Tier 1.5 Description We are looking to bring on a group of Tech Support Agents to support the internal employees of a financial services company via inbound phone calls. Agents will...

  • Help Desk Specialist

    2 weeks ago

    Columbia, South Carolina, United States NavitsPartners Full time

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

  • Help Desk Specialist

    2 days ago

    Columbia, South Carolina, United States United Community Bank Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Help Desk Support professional to join our team at United Community Bank. As a Help Desk Support specialist, you will be the primary point of contact for internal customers seeking technical assistance, providing timely and effective solutions to their IT-related issues.Key...

  • Help Desk Specialist

    2 days ago

    Columbia, Maryland, United States Unison Full time

    Job Title: Help Desk ConsultantUnison, a leading provider of procurement solutions to the federal marketplace, is seeking customer service-oriented professionals to provide functional and help desk support to our Federal Government clients.We are looking for individuals who can work directly with clients to understand their business processes and implement...

  • Help Desk Specialist

    2 weeks 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...