Help Desk Support II

Bhupendra.Chopade@generistek.com

• CDEC 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.

• Provides Salesforce and Salesforce third-party application support to 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.
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• 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.
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• Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
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• Documents issues and issue resolution to be used to update programmatic Frequently Asked Questions (FAQ) and user guides.
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• 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
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• Three years (minimum) demonstrated knowledge of and experience using: MS Word, Excel, Google Suite
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• Preferred: Three years’ experience with using Salesforce Customer Resource Management (CRM) and Jira
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Bhupendra.Chopade@generistek.com