Job Description:
Pay Range $20hr - $24hr
Duties:
- Answer calls and e-mail messages as they come in to the Statewide Financial System (SFS) Help Desk.
- Accurately document all issues and requests during the initial call.
- Analyze user issues and questions.
- Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.
- Establish and maintain a working knowledge of the Statewide Financial System’s navigation, procedures, and processing requirements.
- Support users in the use of the system including, but not limited to, navigation, access, and reports.
- If required, route issues and requests to appropriate second line of support
- Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours.
- Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk.
- Participate in appropriate training, workgroups and agency meetings.
Perform Operation Tasks:
- Password resets in various test and production environments.
- User provisioning in various test and production environments.
- 1st Level Support for Help Desk and Security Incidents.
Knowledge, Skills, and Abilities:
- Experience with ServiceNow or other ticket or case management software is a plus.
- Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word.
- Knowledge of basic accounting principles.
- Excellent communication skills.
- Works well with others.
- Reliable and trustworthy.
- Ability to multi-task and set priorities.
- MS SharePoint knowledge is desirable.
- Ability to write non-technical correspondence, communicate in writing.
Education:
- High School graduate with some college; computer science related degree is preferred.