Description

You will provide first and second tier technical support for ISETS and Child Support ancillary applications within the CSB-IT Help Desk.

Responsibilities

  • Provide first and second tier support to end users for ISETS and Child Support applications.
  • Diagnose, simulate, and resolve user navigation and technical issues.
  • Manage user access by creating, modifying, and resetting ISETS User IDs and processing requests for Active Directory, Azure, Cognos, and Panoptic IDs.
  • Assign third tier support tickets to the appropriate application teams.
  • Follow all written procedures for help desk operations, including processing County Worker Status reports and holiday schedules.

Required Skills

  • 1 year of working knowledge of Microsoft Office (Outlook, Word, and Excel).
  • 6 months of experience with contact center phone systems.
  • 6 months of experience with help desk ticketing systems.
  • Ability to learn Microsoft SharePoint and IBM Rational Change and Configuration Management (CCM) tools.
  • Strong research techniques to identify and resolve technical problems.
  • Effective oral and written communication skills for explaining technical issues to users.
  • Any Graduate degree.

Preferred Skills

  • Experience providing first and second tier help desk support.
  • Prior customer service experience.

Key Skills
Education

Any Graduate

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