Description

Provide first and second tier technical support for ISETS and Child Support ancillary applications.

This role is on-site.

Responsibilities

• Diagnose, simulate, and resolve user navigation and technical issues for ISETS and Child Support applications.
• 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 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