Help Desk Support

Exhibit proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel to resolve software related issues through research, analysis, and solution formulation. Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS) possessing a robust understanding of its functionalities. Be well versed in the data relationships within SACWIS applications, offering precise guidance to users for accurate data entry. Understand and support child welfare policies, procedures and practices to assist users in documenting federal Titel IV-FC requirements, Adoption and Foster Care Analysis and Reporting System (AFCARS) requirements, and National Child Abuse and Neglect Data System (NCANDS) requirements. Manage software security tasks, including the creation and maintenance of user profiles, ID, and passwords while ensuring appropriate security measures for system functions. Deliver software support to both internal and external clients via telephone, email and Microsoft Teams, addressing daily production issues with the SACWIS environment. Prioritize and plan work activities, analyze and troubleshoot customer inquiries regarding software applications and communicate effectively with both technical and non-technical stakeholders. Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support.

Responsibilities

Engage in daily communication with Child Welfare and system development personnel to resolve software related issues through research, analysis, and solution formulation; demonstrate the capacity to write clearly and succinctly tailoring information for diverse audiences; maintain, organize and track documentation related to software systems; provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS); be well versed in the data relationships within SACWIS applications, offering precise guidance to users for accurate data entry; understand and support child welfare policies, procedures and practices; manage software security tasks, including the creation and maintenance of user profiles, ID, and passwords; deliver software support to internal and external clients via telephone, email and Microsoft Teams; prioritize and plan work activities, analyze and troubleshoot customer inquiries; adhere to the complete software development lifecycle

Requirements

Proficient listening abilities; capacity to write clearly and succinctly tailoring information for diverse audiences; ability to maintain, organize and track documentation related to software systems; robust understanding of SACWIS functionalities; well versed in data relationships within SACWIS applications; understanding of child welfare policies, procedures and practices; ability to manage software security tasks; ability to deliver software support via telephone, email and Microsoft Teams; ability to prioritize and plan work activities; ability to analyze and troubleshoot customer inquiries regarding software applications; ability to communicate effectively with technical and non-technical stakeholders; adherence to the complete software development lifecycle