Provides computer system support to field users as it relates to the various systems used to provide services for clients. Frequent contact with administrative, technical, program and field staff within the agency along with technical support staff within other agencies and contractors. Contacts are in person, by telephone, or email.
This technical and specialized work where the responsibilities include but are not limited to, user support and customer service which includes responding to EBIT ServiceNow ticket system, and email inquiries from field workers, supervisors, managers and administration personnel as it relates to DCF computer systems.
End User Support
Includes automated system functional problems, general and technical questions about system usage and miscellaneous contacts that may or may not pertain to Help Desk supported systems. Even though a Help Desk Specialist may specialize in a particular system, the expectation is to coordinate the resolution of all field staff inquiries. This may require coordination with the appropriate specialist inside or outside of HS-EBIT as well as being the liaison between the business, HS-EBIT and the customer. Follows standard Help Desk operating procedures such as accurately logging all Help Desk incidents using the tracking software. Responds to inquiries in a timely manner. Escalates issues to the appropriate team as needed.
Reviews and distributes communication sent to DCF Messenger for content and makes changes as needed. Determines which part of the DCF organization will need the communication and sends via email as needed.
Provides concise yet detailed documentation within the incident tracking software. Documents resolutions to create a knowledge base. Researches and resolves issues in an appropriate manner. Escalates issues with the appropriate documentation that need to be reviewed by a developer or system specialist as needed.
Provide customer service to staff
Troubleshoot system problem reports
Make system fixes where applicable
Document problem report resolutions
Communicate resolution to customer
Sends broadcasts to the agency on system issues
One year of experience in planning, implementing and monitoring activities relevant to the agency's programs. Education may be substituted for experience as determined relevant by the agency.
Job Types: Full-time, Temporary