Office of State Finance - Job - Help Desk Technician

Help Desk Technician

Unclassified
OSF Job Posting: #200836
Posting Date: 10 September, 2008
Salary Commensurate with Education and Experience

POSITION PURPOSE

The purpose of this position is to provide superior customer service to the user community and internal support staff. Person must respond quickly to phone calls; log problems and either solve the case or contact the appropriate support group for resolution. This position provides generalized and specific assistance in the state’s financial application. This position also participates in the maintenance of the Solutions Database. Good interpersonal and organizational skills are essential. An understanding of technical principles, theories, concepts and technologies is required..

PRINCIPAL ACTIVITIES

• Support the user community in HR, accounts payable, and general ledger issues related to PeopleSoft’s HCM application.

• Support the Help Desk and technical staff on Help Desk software related issues.

• Develop training materials and provide training to Help Desk, Functional, and Support Personnel.

• Maintain and ensure the accuracy of the Solutions Database.

• Open and record into Help Desk tracking software all support calls from the user community. Enter all problems related to computer hardware and software or inquiries on how to use specific software such as People Soft, electronic mail, and operation systems.

• Work to resolve all technical Trouble Tickets at the Help Desk before referring to technical support. Increase each year the percentage of cases resolved by the Help Desk.

• Assign and notify Development or Infrastructure Support groups of technical Trouble Tickets that can’t be resolved by members of the Help Desk.

• Suggest system and process improvements for the Help Desk.

• Other assigned duties.

PREFERRED EDUCATION & EXPERIENCE

Bachelor’s Degree and one year of experience on a help desk, as a customer service representative, in an HR position, or other position requiring strong interpersonal skills; or an equivalent combination of education and experience substituting one year of qualifying experience for each required year of education.

Preference may be given to applicants who possess the following:

• Human Resource, Payroll, Time & Labor, Benefits experience.

• PeopleSoft HCM experience.

• Knowledge of databases and software application design, Crystal Reports or PeopleSoft CRM.

Application Procedures

Formal application procedures may be found at the following link:

Application Procedures