Help Desk Support Specialist

Help Desk Support

Employee 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 applications
• Assigning third tier support tickets to application third tier team
• Adopting customer service strategy
• Answering end user requests with the ability to identify, diagnose, and respond with a solution in a timely manner
• Tactfully explaining issues and providing relevant information to users in a clear manner
• Simulating or recreating user problems to resolve user navigation issues
• Referring more complex inquiries to CSB-IT Help Desk Analyst Intermediate or CSB-IT Help Desk Senior
• Learning basic County Financial Management processes to assist users
• Ensuring user communications are timely, courteous, and on-going
• Following all written procedures and guidelines for CSB-IT Help Desk operations
• Creating, modifying and resetting ISETS User IDs
• Processing requests for Active Directory, Azure, License Suspension, Cognos and Panoptic IDs
• Processing County Worker Status and Profile reports and Holiday Schedules
• Assisting with access to various websites and CSB provided ancillary program installs
• Learning county and CSB office operations
• Performing other related duties and projects as assigned

Job requirements include:

• 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
• Possessing a sense of urgency towards tasks
• Ability to learn Atlassian Jira, Confluence and Service Management tools