Help Desk Support - Apollo Technology Solutions LLC
Indianapolis, IN
About the Job
Title: Help Desk Support
Location: Indianapolis, IN(Hybrid)
Duration: 12+ Months
Type: Contract
Job Description:
Purpose of Position/Summary:
Job Requirements:
Required Skills
Location: Indianapolis, IN(Hybrid)
Duration: 12+ Months
Type: Contract
Job Description:
- Employee serves on the CSB-IT Help Desk in the Department of Child Services (DCS), Child Support Bureau (CSB) IT Office.
Purpose of Position/Summary:
- 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.
- Provides first and second tier support to end users for INvest, ISETS and Child Support ancillary applications;
- Assigns third tier support tickets to application third tier team;
- Adopts customer service strategy;
- Answers end user requests with the ability to identify, diagnose, and respond with a solution in a timely manner;
- Tactfully explains issues and provides relevant information to users in an clear manner;
- Simulates or recreates user problems to resolve user navigation issues;
- Refers more complex inquiries to CSB-IT Help Desk Analyst Intermediate or CSB IT Help Desk Senior; Learns basic County Financial Management processes to assist users;
- Ensures user communications are timely, courteous, and on-going;
- Follows all written procedures and guidelines for CSB-IT Help Desk operations;
- Creates, modifies and resets ISETS User IDs;
- Processes requests for Active Directory, Azure, License Suspension, Cognos and Panoptic IDs; Processes County Worker Status and Profile reports and Holiday Schedules;
- Assists with access to various websites and CSB provided ancillary program installs;
- Learns county and CSB office operations;
- Performs other related duties and projects as assigned.
Job 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;
- Possesses a sense of urgency towards tasks.
- Ability to learn Atlassian Jira, Confluence and Service Management tools.
Required Skills
- Working knowledge of Microsoft Office (Outlook, Word and Excel);
- Prior customer service experience
- Knowledge of contact center phone systems
- Knowledge of help desk ticketing systems
- Ability to learn Microsoft SharePoint and IBM Rational Change and Configuration Management (CCM) tools
- Ability to identify and resolve problems using research techniques
- Ability to learn Atlassian Jira, Confluence and Service Management tools
- Ability to communicate effectively orally and in writing
- Experience providing first and second tier help desk support
Source : Apollo Technology Solutions LLC
