Help Desk Support Specialist

Job TitleJob Description Required Education: High School Diploma. Preferred Education: Some college; computer science-related degree Required Qualifications/Skills/Experience: · 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 and communicate in writing. · Ability to run SQL scripts or queries is a plus Preferred Qualifications/Skills/Experience: · ServiceNow or case management software Job Duties: · 1st Level Support for Help Desk and Security Incidents · Answer calls and e-mail messages as they come into 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 and maintain a working knowledge of the Statewide Financial System's navigation, procedures, and processing requirements · Support users in the use of the system including, but not limited to, navigation, access, and reports · If required, route issues and requests to appropriate second line of support · Coordinate schedule with Help Desk supervisor to 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 of the core products supported by the Help Desk · Participate in appropriate training, workgroups, and agency meetings