IT Support Specialist || (G.C / U.S.C)
7.5 Months (Part Time, 2 Weeks On (Billable) & 4 Weeks Off (Unpaid) in a 6-week cycle )
Raleigh, NC (Onsite)
**Travel:**
- Must be available for rotational on-site placements across office locations, including required Sunday travel at the start of each rotational assignment.
**Role Overview:**
We are seeking an adaptable IT Support Specialist to deliver hands-on assistance for the Child Welfare Information System (CWIS) in various offices. The role operates on a 6-week rotation, with 2 weeks of on-site responsibilities followed by 4 weeks of unpaid leave. Travel to various locations in North Carolina is required as assignments dictate, including Sunday travel for each on-site period.
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**Core Qualifications:**
- Rapid learner able to quickly navigate and understand the Salesforce ecosystem.
- Diagnostic skills to investigate and resolve platform (CWIS) inquiries and technical issues.
- Strong interpersonal skills to support effective communication with front-line staff, technical teams, and leadership.
- Experience in user education, including delivery of end-user training and creation of support documentation.
- Patient, empathetic demeanor when assisting end-users.
- Skilled in documentation and record-keeping for tracking issues, resolutions, and user feedback.
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**Desired Attributes:**
- Knowledge of child welfare workflows, policies, or services.
- Experience working in environments supporting public sector or child welfare initiatives is an asset.
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**Primary Responsibilities:**
- Serve as the first escalation point for on-site CWIS user inquiries and technical issues after self-service options have been attempted.
- Provide responsive onsite support, answer user questions, and resolve reported issues where possible; escalate as necessary.
- Liaise with the central Help Desk for unresolved issues, and assist with proper ticket escalation using platforms like ServiceNow.
- Maintain logs of support activities, user interactions, and feedback from assigned counties.
- During periods of lower support volume, contribute to related training projects, develop user materials, and assist in knowledge transfer sessions.
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**Deliverables:**
- Timely, on-location user support during deployment and rollout periods
- Accurate records of county-specific questions and resolutions
- Contribution to training resources
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**Work Hours & Compensation:**
- Compensation applies only to the two-week active on-site period; no compensation is provided for the four off-duty weeks in each rotation.
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