Estimated Length: 24 months 8 hrs - 8 AM to 5 PM

Requirements

Shifts:  Mon - Fri between the hours of 8:00 am and 5:00 pm.  Total of 40 hours weekly; overtime availability is rare.

Work Schedule: The candidate is expected to begin work initially on-site to ensure all training requirements are completed.  Once the team member’s confidence in the job and overall reliability is confirmed, candidates can apply for a schedule that includes at least 50% on-site work.
If remote work is approved, equipment will be provided. Candidate will have to provide their own internet connection and phone.

Knowledge, Skills, & 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

Preferred Level of Education:
• High School graduate with some college; computer science related degree is preferred.

Basic Duties (training is provided on-site):

• Answer calls and e-mail messages as they come in to the Client 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 Client’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

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