{"schemaVersion":"jobsearcher.job.v1","id":"46927f8c1ef0ba74150c551a","url":"https://jobsearcher.com/jobs/46927f8c1ef0ba74150c551a","canonicalUrl":"https://jobsearcher.com/jobs/46927f8c1ef0ba74150c551a","title":"Help Desk Support","description":"Description:\n\nExhibitproficient listening abilities while engaging in daily communication with ChildWelfare and system development personnel to resolve software related issuesthrough research, analysis and solution formulation.\n\nPurpose of Position/Summary:\n\nExhibit proficient listening abilities while engaging indaily communication with Child Welfare and system development personnel toresolve software related issues through research, analysis and solutionformulation. Demonstrate the capacity towrite clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentationrelated to software systems effectively.\n\nProvide comprehensive support for the Statewide AutomatedChild Welfare Information System (SACWIS) possessing a robust understanding ofits functionalities. Be well versed inthe data relationships within SAWCIS applications, offering precise guidance tousers for accurate data entry.\n\nUnderstand and support child welfare policies, proceduresand practices to assist users in documenting federal Titel IV-FC requirements, Adoptionand Foster Care Analysis and Reporting system (AFCARS) requirements, and NationalChild Abuse and Neglect Data System (NCANDS) requirements.\n\nManage software security tasks, including the creation andmaintenance of user profiles, ID, and passwords while ensuring appropriatesecurity measures for system functions.\n\nDeliver software support to both internal and externalclients via telephone, email and Microsoft Teams, addressing daily productionissues with the SACWIS environment.\n\nPrioritize and plan work activities, analyze andtroubleshoot customer inquiries regarding software applications and communicateeffectively with both technical and non-technical stakeholders.\n\nAdhere to the complete software development lifecycle,including documentation of business needs analysis, system analysis, functionaland technical design, development, testing and production support.\n\nRequired/Desired Skills\n\nSkill\n\nRequired /Desired\n\nAmount\n\nof Experience\n\nAssociates Degree or 3 plus years or experience\n\nRequired\n\n3\n\nYears\n\nWorking knowledge of Microsoft Office (Outlook 365, Word and Excel);\n\nRequired\n\n5\n\nYears\n\nPrior customer service experience\n\nRequired\n\n5\n\nYears\n\nKnowledge of help desk ticketing systems\n\nRequired\n\n6\n\nMonths\n\nAbility to identify and resolve problems using research techniques\n\nRequired\n\n0\n\nExperience of Atlassian Jira, Confluence and Service Management tools\n\nRequired\n\n0\n\nAbility to communicate effectively orally and in writing\n\nRequired\n\n0\n\nKnowledge of Genesys phone systems\n\nHighly desired\n\n0\n\nExperience of Salesforce platform\n\nHighly desired\n\n0\n\nSoftware testing experience\n\nHighly desired\n\n0\n\nExperience providing first and second tier help desk support\n\nHighly desired\n\n0","company":"Softwaretechnologyinc","rawCompany":"softwaretechnologyinc","city":"Indianapolis","state":"IN","isRemote":false,"isActive":false,"createdAt":"2026-11-01T08:00:38.653Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"624110","title":"Child and Youth Services","slug":"child-and-youth-services"},{"code":"624190","title":"Other Individual and Family Services","slug":"other-individual-and-family-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Help Desk Support","description":"Description:\n\nExhibitproficient listening abilities while engaging in daily communication with ChildWelfare and system development personnel to resolve software related issuesthrough research, analysis and solution formulation.\n\nPurpose of Position/Summary:\n\nExhibit proficient listening abilities while engaging indaily communication with Child Welfare and system development personnel toresolve software related issues through research, analysis and solutionformulation. Demonstrate the capacity towrite clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentationrelated to software systems effectively.\n\nProvide comprehensive support for the Statewide AutomatedChild Welfare Information System (SACWIS) possessing a robust understanding ofits functionalities. Be well versed inthe data relationships within SAWCIS applications, offering precise guidance tousers for accurate data entry.\n\nUnderstand and support child welfare policies, proceduresand practices to assist users in documenting federal Titel IV-FC requirements, Adoptionand Foster Care Analysis and Reporting system (AFCARS) requirements, and NationalChild Abuse and Neglect Data System (NCANDS) requirements.\n\nManage software security tasks, including the creation andmaintenance of user profiles, ID, and passwords while ensuring appropriatesecurity measures for system functions.\n\nDeliver software support to both internal and externalclients via telephone, email and Microsoft Teams, addressing daily productionissues with the SACWIS environment.\n\nPrioritize and plan work activities, analyze andtroubleshoot customer inquiries regarding software applications and communicateeffectively with both technical and non-technical stakeholders.\n\nAdhere to the complete software development lifecycle,including documentation of business needs analysis, system analysis, functionaland technical design, development, testing and production support.\n\nRequired/Desired Skills\n\nSkill\n\nRequired /Desired\n\nAmount\n\nof Experience\n\nAssociates Degree or 3 plus years or experience\n\nRequired\n\n3\n\nYears\n\nWorking knowledge of Microsoft Office (Outlook 365, Word and Excel);\n\nRequired\n\n5\n\nYears\n\nPrior customer service experience\n\nRequired\n\n5\n\nYears\n\nKnowledge of help desk ticketing systems\n\nRequired\n\n6\n\nMonths\n\nAbility to identify and resolve problems using research techniques\n\nRequired\n\n0\n\nExperience of Atlassian Jira, Confluence and Service Management tools\n\nRequired\n\n0\n\nAbility to communicate effectively orally and in writing\n\nRequired\n\n0\n\nKnowledge of Genesys phone systems\n\nHighly desired\n\n0\n\nExperience of Salesforce platform\n\nHighly desired\n\n0\n\nSoftware testing experience\n\nHighly desired\n\n0\n\nExperience providing first and second tier help desk support\n\nHighly desired\n\n0","datePosted":"2026-11-01T08:00:38.653Z","dateModified":"2026-11-01T08:00:38.653Z","hiringOrganization":{"@type":"Organization","name":"Softwaretechnologyinc","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Indianapolis","addressRegion":"IN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"46927f8c1ef0ba74150c551a"},"url":"https://jobsearcher.com/jobs/46927f8c1ef0ba74150c551a"}}