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Help Desk Support

Software Technology Inc -
Indianapolis, IN

Quick Apply

Job Details

Qualifications

Jira
Wiki systems
Customer communication
Microsoft Excel
Microsoft Outlook
Research
Confluence
Digital project management boards
Defect tracking tools
Ticketing system technical support

Full Job Description

Description:
Exhibitproficient listening abilities while engaging in daily communication with ChildWelfare and system development personnel to resolve software related issuesthrough research, analysis and solution formulation.

Purpose of Position/Summary:
Exhibit proficient listening abilities while engaging indaily communication with Child Welfare and system development personnel toresolve software related issues through research, analysis and solutionformulation. Demonstrate the capacity towrite clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentationrelated to software systems effectively.

Provide comprehensive support for the Statewide AutomatedChild Welfare Information System (SACWIS) possessing a robust understanding ofits functionalities. Be well versed inthe data relationships within SAWCIS applications, offering precise guidance tousers for accurate data entry.

Understand and support child welfare policies, proceduresand practices to assist users in documenting federal Titel IV-FC requirements, Adoptionand Foster Care Analysis and Reporting system (AFCARS) requirements, and NationalChild Abuse and Neglect Data System (NCANDS) requirements.

Manage software security tasks, including the creation andmaintenance of user profiles, ID, and passwords while ensuring appropriatesecurity measures for system functions.

Deliver software support to both internal and externalclients via telephone, email and Microsoft Teams, addressing daily productionissues with the SACWIS environment.

Prioritize and plan work activities, analyze andtroubleshoot customer inquiries regarding software applications and communicateeffectively with both technical and non-technical stakeholders.

Adhere to the complete software development lifecycle,including documentation of business needs analysis, system analysis, functionaland technical design, development, testing and production support.

Required/Desired Skills

Skill

Required /Desired

Amount

of Experience

Associates Degree or 3 plus years or experience

Required

3

Years

Working knowledge of Microsoft Office (Outlook 365, Word and Excel);

Required

5

Years

Prior customer service experience

Required

5

Years

Knowledge of help desk ticketing systems

Required

6

Months

Ability to identify and resolve problems using research techniques

Required

0

Experience of Atlassian Jira, Confluence and Service Management tools

Required

0

Ability to communicate effectively orally and in writing

Required

0

Knowledge of Genesys phone systems

Highly desired

0

Experience of Salesforce platform

Highly desired

0

Software testing experience

Highly desired

0

Experience providing first and second tier help desk support

Highly desired

0

Quick Apply

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Assembly & Test Technician

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