More jobs:
Help Desk Support
Job in
Indianapolis, Hamilton County, Indiana, 46262, USA
Listed on 2026-03-03
Listing for:
STI
Full Time
position Listed on 2026-03-03
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support
Job Description & How to Apply Below
Description:
Exhibitproficient listening abilities while engaging in daily communication with Child Welfare and system development personnel to resolve software related issuesthrough research, analysis and solution formulation.
Purpose of Position/
Summary:
Exhibit proficient listening abilities while engaging indaily communication with Child Welfare and system development personnel toresolve software related issues through research, analysis and solutionformulation. Demonstrate the capacity towrite clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentation related to software systems effectively.
Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS) possessing a robust understanding ofits functionalities. Be well versed inthe data relationships within SAWCIS applications, offering precise guidance tousers for accurate data entry.
Understand and support child welfare policies, procedure sand practices to assist users in documenting federal Titel IV-FC requirements, Adoption and Foster Care Analysis and Reporting system (AFCARS) requirements, and National Child Abuse and Neglect Data System (NCANDS) requirements.
Manage software security tasks, including the creation and maintenance of user profiles, , and passwords while ensuring appropriatesecurity measures for system functions.
Deliver software support to both internal and external clients via telephone, email and Microsoft Teams, addressing daily production issues with the SACWIS environment.
Prioritize and plan work activities, analyze and troubleshoot customer inquiries regarding software applications and communicate effectively with both technical and non-technical stakeholders.
Adhere to the complete software development lifecycle,including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support.
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
Associates Degree or 3 plus years or experience
Required
3
Years
Working knowledge of Microsoft Office (Outlook 365, Word and Excel);
Required
5
Years
Prior customer service experience
Required
5
Years
Knowledge of help desk ticketing systems
Required
6
Months
Ability to identify and resolve problems using research techniques
Required
0
Experience of Atlassian Jira, Confluence and Service Management tools
Required
0
Ability to communicate effectively orally and in writing
Required
0
Knowledge of Genesys phone systems
Highly desired
0
Experience of Salesforce platform
Highly desired
0
Software testing experience
Highly desired
0
Experience providing first and second tier help desk support
Highly desired
0
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