Help Desk Analyst for SC DSS Child Support Team - 50% Remote - Columbia, SC

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JPC - 1616

Help Desk Analyst for SC DSS Child Support Team

50% Remote - Columbia, SC

SCOPE OF THE PROJECT :

The CFS Project Is Part Of The Department Of Social Services (DSS) And Is Responsible For Developing, Implementing, And Maintaining A Federally Mandated Child Support Enforcement System (CSES) That Provides Comprehensive Support To The Operation Of South Carolina’s Child Support Enforcement (CSE) Program As Well As For Implementation And Support Of The Family Court Case Management System (FCCMS) For The 46 Clerks Of Court.

JOB PURPOSE

As the first point of contact for 800+ SC DSS Child Support Services Division staff and County Clerk of Court staff , the CFS Help Desk triages requests and incidents for PACSS (Palmetto Automated Child Support System) and FCCMS (Family Court Case Management System) aiming for a high level of first contact resolution.

Additionally, the CFS Help Desk is responsible for supporting end user technical issues from the SC Child Support Portal, a web-based portal accessible to all custodial and non-custodial parents involved in child support cases.

Currently there are 60k+ registered users of this system .

The Help Desk Analyst provides support for incident resolution and requests for the CFS Help Desk.

Responsibilities include initial assessment, triage, research, and resolution of incidents and requests.

The Help Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and engaging with additional support staff.

Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner with staff from the PACSS and FCCMS project teams.

The Help Desk Analyst also supports the Employment Service Unit (ESU) by analysing and updating employer data in PACSS.

This will require coordinating with the ESU team, project team and employers regarding system functionality and necessary measures for maintaining quality employer data.

DAILY DUTIES / RESPONSIBILITIES :

Primary Responsibilities

Reviews employer data reports provided by business analysts, ESU team and updates the data to meet project goals.

May need to contact employers to confirm various employer data elements.

Monitor employer data regularly and advise project business analysts and ESU team of the updates needed to maintain clean employer database.

Secondary Responsibilities

• Addresses and resolves incidents and requests; logs and / or updates all incidents and requests; engages other service desk resources, job aids, newsletter articles or appropriate PACSS or FCCMS Project Team resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Documents resolutions and updates self-help and staff knowledge bases.
• Evaluates documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self service documentation, and frequently asked questions lists for end users.
• Ensures that personal identifying information (PII) is properly used, accessed, gathered, shared, and disposed. Protect the agency networks and applications by safeguarding systems, equipment and data.
• Performs other duties as required.

Regards,

VIJAY KUMAR A

Contact : +1 713-954-6696 Ext 119

vkm @cynosuretechnologies.com

Cynosure Technologies, LLC

2401 Fountain View D, STE 502, Houston TX 77057

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