Helpdesk Support - Rose International : Job Details

The Helpdesk Support candidate is expected to begin work initially on-site to ensure all training requirements are completed. Once the team members confidence in the job and overall reliability is confirmed, candidates can apply for a schedule that includes at least 50% on-site work. If remote work is approved, equipment will be provided. Candidate will have to provide their own internet connection and phone.

Preferred Level of Education:

High School graduate with some college; computer science related degree is preferred

Knowledge, Skills, & Abilities:

Experience with ServiceNow or other ticket or case management software 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

Basic Duties (training is provided on-site):

Answer calls and e-mail messages as they come in to the 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 and maintain a working knowledge of the Statewide Financial Systems navigation, procedures, and processing requirements

Support users in the use of the system including, but not limited to, navigation, access, and reports

If required, route issues and requests to appropriate second line of support

Coordinate schedule with Help Desk supervisor to 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 products supported by the Help Desk

Participate in appropriate training, workgroups and agency meetings

Perform operation tasks:

Password resets in various test and production environments

User provisioning in various test and production environments

1st Level Support for Help Desk and Security Incidents

• Only those lawfully authorized to work in the designated country associated with the position will be considered.

• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a clients business needs and requirements.

Benefits:

For information and details on employment benefits offered with this position, please visit here

. Should you have any questions/concerns, please contact our HR Department via our secure

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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