Help Desk Representative in Indianapolis at BCforward

Date Posted: 10/29/2019

Job Snapshot

Job Description

Help Desk Representative

Hello Folks,

Hope you are doing good.
Please let me know if you would like to move forward with the below position. Even, if you are not interested now I welcome referrals.

Job Title: HelpDesk Rep
Expected Duration: 6 to 12 months with possible extension
Location: Indianapolis

Job description:
Representative duties include:

• Provides first and second tier support to end users for Child Support applications;
• Assigns third tier support tickets to the application third tier team;
• Adopts customer service strategy;
• Answers end user request with the ability to identify, diagnose, and respond with a solution in a timely manner;
• Tactfully explains and describes the problem and resolution to users in an understandable manner;
• Simulates or recreates user problems to resolve user navigation issues;
• Refers more complex inquireies to CSB-IT Help Desk Analyst-Intermediate or CSB-IT Help Desk Analyst-Senior;
• Learns basic County Financial Management and accounting procedures to assit users;
• Ensures user communications are timely; courteous; and on-going;
• Follows all written procedures and guidelines for systems operations;
• Creates, modifies, and resets i5 User IDs;
• Process requests for Active Directory, Cognos, License Suspension, and Panoptic IDs;
• Processes County Worker Status and Profile reports and Holiday Schedules;
• Assists with access to various websites and county program installs;
• Learns county and CSB office operations;
• Completes assigned weekly/bi-weekly/monthly reports;
• Performs other related duties and projects as assigned.

Job Requirements:
• Basic knowledge of a Help Desk phone system (ININ or similar phone system);
• Basic knowledge of a Help Desk ticketing system;
• Ability to communicate effectively orally and in writing;
• Ability to identify and resolve problems using research techniques;
• Ability to retain composure in stressful situations;
• Able to be courteous with strong customer service orientation;
• Possesses a sense of urgency towards tasks;
• Prefer to have knowledge of SharePoint;
• Ability to learn Child Support applications and county operations;
• Ability to learn Microsoft SharePoint and IBM Rational Change and Configuration Management (CCM).

Interested candidates please send resume in Word format Please reference job code 96207 when responding to this ad.