Computer Support Specialist

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