Help Desk Support Specialist

Help Desk SupportEmployee 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.Responsibilities include:Providing first and second tier support to end users for INvest, ISETS and Child Support ancillary applicationsAssigning third tier support tickets to application third tier teamAdopting customer service strategyAnswering end user requests with the ability to identify, diagnose, and respond with a solution in a timely mannerTactfully explaining issues and providing relevant information to users in a clear mannerSimulating or recreating user problems to resolve user navigation issuesReferring more complex inquiries to CSB-IT Help Desk Analyst Intermediate or CSB-IT Help Desk SeniorLearning basic County Financial Management processes to assist usersEnsuring user communications are timely, courteous, and on-goingFollowing all written procedures and guidelines for CSB-IT Help Desk operationsCreating, modifying and resetting ISETS User IDsProcessing requests for Active Directory, Azure, License Suspension, Cognos and Panoptic IDsProcessing County Worker Status and Profile reports and Holiday SchedulesAssisting with access to various websites and CSB provided ancillary program installsLearning county and CSB office operationsPerforming other related duties and projects as assignedJob requirements include:Basic knowledge of ISETS and Child Support ancillary applications preferredWorking knowledge of Microsoft Office (Outlook, Word and Excel)Ability to communicate effectively verbally and in writingAbility to identify and resolve problems using proven research techniquesAbility to retain composure in stressful situationsBasic knowledge of contact center phone systemsBasic knowledge of help desk ticketing systemsPossessing a sense of urgency towards tasksAbility to learn Atlassian Jira, Confluence and Service Management tools