Job Description
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.
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 company 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 company'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