IT Service Request Specialist

Quantam Solutions provides IT solutions and consulting for the Commonwealth of Kentucky. We offer a competitive hourly wage, health benefits, paid time off, and a 401(k) plan. We're currently seeking two IT Service Request Specialist for the Commonwealth of Kentucky’s Cabinet for Health and Family Services. JOB DESCRIPTION: The Cabinet for Health and Family Services, Division of Strategic Services, is seeking two (2) Business Analysts. These positions are in support of the CHFS Service Request Management team. RESPONSIBILITIES WILL INCLUDE: Responding to technical inquiries via email or telephone. Assist in onboarding CHFS end users into the Microsoft Identity Manager (MIM) that are not managed via Kentucky's Enterprise Resource Planning (EPR) software, Kentucky Human Resource Information System (KHRIS). Assist in onboarding CHFS end users into the Kentucky Online Gateway (KOG) that are not managed by the Microsoft Identity Manager (MIM). Liaising with the Commonwealth Office of Technology (COT) to obtain IT services for the Cabinet for Health and Family Services user base. Utilizing CRM software to track and notify the CHFS user base of the status of requested IT services. Developing and maintaining training materials, and policies and procedures for the CHFS user base. Analyzing submitted requests by the CHFS user base and submitting to COT according to policy and procedural guidelines. Verifying billing information on all submitted IT requests. Providing customer service and basic technical troubleshooting to the CHFS user base. Running reports on specific KPIs and metrics, to be presented to management. PREFERRED KNOWLEDGE IN THE BELOW: ITIL Visio Word Excel Identity Management (would be a plus but can be trained). Active Directory (would be a plus but can be trained). Preferred experience operating in an ITIL environment and supporting large-scale IT systems. Job Types: Contract, Full-time Pay: $25.00 - $35.00 per hour Benefits: 401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance Schedule: 8 hour shift Day shift Monday to Friday Education: Bachelor's (Preferred) Experience: Technical Support: 3 years (Preferred) Microsoft Identity Manager: 1 year (Preferred) Active Directory: 1 year (Preferred) Work Location: Hybrid remote in Frankfort, KY 40621