Description

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.

Key Skills
Education

Any Graduate

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