Help Desk Support II

We have a position for a Help Desk Support II with one of our clients in Remote for an initial contract duration of 11 months. No third party candidates considered for this position.

The client Business Operations, Innovation, Technology, & Security (BITS) Team manages client's information technology, infrastructure, operations, projects, & enterprise applications. BITS coordinates daily with all of client, the Governor's Office of Information Technology (OIT), and technology service providers in support of the client mission. The Technology team is focused on managing clients enterprise applications & systems. This is achieved through a balance of application management, operational support, service delivery, and continuous enhancement.

Scope of Work client shall be hiring one individual as an IT Support Specialist to provide technical support to both the BITS Technology team & the Child Care Automated Tracking System (CHATS) team by assisting with internal and external end-user technical support, incident management, end-user issue testing, and validation activities, and maintaining technical documentation. This position will also be responsible for maintaining Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira. Responsibilities include: managing the support emails and calls from internal and external system users; updating Issue tracking systems with information from service desk reports; creating and/or providing reports to groups interested in this information; and, assigning incident work items to team members as needed.

The selected individual shall be responsible for the following activities: Provides Salesforce and Salesforce third-party application support to internal and external users on CHATS technology issues and identifies, researches, and resolves technical problems. Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve technical problems related to the CHATS Salesforce application. Documents, tracks, and monitors technical issues to ensure a timely resolution. Submits and tracks user-reported issues in the incident management system(s). Ensure the incident is assigned the correct priority, category, and impact. Validates user-reported bugs and system issues and identifies the root cause. Identify when issues are beyond the scope of basic support/Tier 1 and escalate and assign the incident to the appropriate internal or external technical team resource to be worked on and tracked to ensure the work is completed. Ensures that the issues reported are documented with steps to reproduce expected outcomes, and include enough detail to easily reproduce, validate, and report to the administrator or developer to reach a resolution. Communicates with end users to inform them of known system issues and issue resolution. Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket. Assists with maintaining status on work items as they move through the bug/issue life cycle. Documents issues and issue resolution to be used to update programmatic Frequently Asked Questions (FAQ) and user guides. Updates internal and external users on the status of their incident/bug requests. Adhere to and inform the standard process for issue identification and resolution. Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved. Participates in testing and validation activities.

Skills and Experience: Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite. Excellent analytical and troubleshooting skills. Ability to work both independently and as part of a team. Excellent verbal and written communication skills. Accurate, thorough, and detail-oriented. Efficient with time-sensitive projects. Preferred: Three years experience with using Salesforce Customer Resource Management (CRM) and Jira. Functional understanding of the CHATS application. Current Salesforce Administrator Certification in progress.