Knowledge, Skills, & Abilities:
Experience with ServiceNow or otherticket or case managementsoftware 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.
Ability to run SQL scripts or queries is a plus
Preferred Level of Education:
High School graduate with some college; computerscience related degree is preferred.
Basic Duties(training is provided on-site):
1st Level Support for Help Desk and Security Incidents
Answer calls and e-mail messages asthey come in to the Statewide Financial System (SFS) 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 andmaintain a working knowledge ofthe Statewide Financial System’s navigation,
procedures, and processing requirements
- Support usersin the use of the system including, but not limited to, navigation, access, and reports.
If required, route issues and requeststo appropriate second line ofsupport
Coordinate schedule with Help Desk supervisorto 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 productssupported by the Help Desk
Participate in appropriate training, workgroups and agency meetings