Help Desk Support (SACWIS Support)

Overview

Remote
$20 - $30
Contract - W2
Contract - 24 Month(s)

Skills

Management
End-user Training
Genesys
Help Desk
IDS
Issue Tracking
JIRA
Confluence
Customer Service
Data Entry
Data Management
Documentation
Microsoft Excel
Analytical Skill
Atlassian
Attention To Detail
Communication
Conflict Resolution
SACWIS
Salesforce.com
ServiceNow
Software Development
System Testing
Microsoft Outlook
Organized
Problem Solving
Quality Assurance
Regulatory Compliance
Systems Analysis/design
Technical Support
Testing

Job Details

Job Title: Help Desk Support (SACWIS Support)

Location: Indianapolis, IN (Remote)
Contract Duration: Long-Term


Client: Indiana Department of Child Services (IN-DCS)
Requisition ID: 773612

Job Summary:

The Indiana Department of Child Services is seeking a highly motivated and detail-oriented Help Desk Support specialist to provide technical and functional assistance for the Statewide Automated Child Welfare Information System (SACWIS). The ideal candidate will have a mix of strong communication skills, customer service experience, and a working understanding of help desk systems, data management, and software functionality particularly in the child welfare domain.

This position is remote, but requires individuals to be responsive, organized, and capable of handling support tasks related to both technical systems and policy-related inquiries in a government context.

Key Responsibilities:

  • Provide first- and second-tier support for SACWIS users (internal & external), responding via phone, email, and MS Teams.
  • Maintain and manage system user IDs, access rights, and profile security.
  • Troubleshoot daily production issues and log/track support tickets using tools like JIRA, Confluence, or ServiceNow.
  • Understand and guide users on proper SACWIS data entry aligned with federal compliance standards (AFCARS, NCANDS, Title IV-E/IV-B).
  • Support documentation and policy practices related to Indiana s child welfare system.
  • Assist with system testing, documentation, and user training as needed.
  • Maintain organized documentation of technical issues, resolutions, and system updates.
  • Communicate effectively with both technical staff and non-technical end users.
  • Participate in activities throughout the software development lifecycle including analysis, design, testing, and support.

Preferred Skills (Nice to Have):

  • Knowledge of Genesys phone systems
  • Experience with the Salesforce platform
  • Software QA or testing experience
  • Familiarity with child welfare systems or SACWIS
  • Background supporting state government IT systems

Ideal Candidate Profile:

  • Tech-savvy help desk support analyst with state agency experience (preferred)
  • Strong listener, analytical, and empathetic to system users
  • Comfortable navigating both technical troubleshooting and child welfare compliance
  • Organized with the ability to handle multiple support channels
  • Familiar with government data systems, compliance standards, and user security

Must-Have Skills:

Skill / Area

Required Experience

Associate's Degree OR equivalent experience

3+ years

Microsoft Office (Outlook 365, Word, Excel)

5+ years

Customer Service (Help Desk or Tech Support)

5+ years

Help Desk Ticketing System experience

6+ months

Research-based problem-solving

Strong verbal and written communication

Atlassian Suite (JIRA, Confluence, Service Mgmt tools)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.