Computer Support Specialist

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.