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Help Desk Support Specialist

2 months ago

Indianapolis, Indiana, United States MSR Cosmos Full time
Job Summary

We are seeking a highly skilled Help Desk Support Specialist to join our team at MSR Cosmos. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users.

Key Responsibilities:

  • Provide first and second-tier support to end-users for various applications, including INvest, ISETS, and Child Support ancillary applications.
  • Assign third-tier support tickets to the application third-tier team.
  • Adopt a customer-centric approach to ensure exceptional service delivery.
  • Respond to end-user requests in a timely and effective manner, identifying and resolving issues with a solution.
  • Communicate complex issues to users in a clear and concise manner.
  • Simulate or recreate user problems to resolve navigation issues.
  • Refer complex inquiries to senior analysts or team leads.
  • Learn basic County Financial Management processes to assist users.
  • Ensure timely, courteous, and ongoing user communications.
  • Follow established procedures and guidelines for IT Help Desk operations.
  • Process requests for user IDs, Active Directory, Azure, License Suspension, Cognos, and Panoptic IDs.
  • Process County Worker Status and Profile reports and Holiday Schedules.
  • Assist with access to various websites and CSB-provided ancillary program installs.
  • Learn county and CSB office operations.
  • Perform other related duties and projects as assigned.

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.
  • Ability to learn Atlassian Jira, Confluence, and Service Management tools.