Job Description
- The client shall be hiring one individual as an IT Support Specialist to provide technical support to both the Technology team & the Child Care Automated Tracking System (CHATS) team by assisting with internal and external end-user technical support, incident management, end-user issue testing, and validation activities, and maintaining technical documentation.
- This position will also be responsible for maintaining Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira.
- Responsibilities include: managing the support emails and calls from internal and external system users; updating Issue tracking systems with information from service desk reports; creating and/or providing reports to groups interested in this information; and, assigning incident work items to team members as needed.
- Provides Salesforce and Salesforce third-party application support to to internal and external users on CHATS technology issues and identifies, researches, and resolves technical problems.
- Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve technical problems related to the CHATS Salesforce application.
- Documents, tracks, and monitors technical issues to ensure a timely resolution.
- Submits and tracks user-reported issues in the incident management system(s)
- Ensure the incident is assigned the correct priority, category, and impact
- Validates user-reported bugs and system issues and identifies the root cause
- Identify when issues are beyond the scope of basic support/Tier 1 and escalate and assign the incident to the appropriate internal or external technical team resource to be worked on and tracked to ensure the work is completed.
- Ensures that the issues reported are documented with steps to reproduce expected outcomes, and include enough detail to easily reproduce, validate, and report to the administrator or developer to reach a resolution.
- Communicates with end users to inform them of known system issues and issue resolution
- Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
- Assists with maintaining status on work items as things move through the bug/issue life cycle.
- Documents issues and issue resolution to be used to update programmatic Frequently Asked Questions (FAQ) and user guides.
- Updates internal and external users on the status of their incident/bug requests.
- Adhere to and inform the standard process for issue identification and resolution
- Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved
- Participates in testing and validation activities.
- Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite
- Excellent analytical and troubleshooting skills
- Ability to work both independently and as part of a team
- Excellent verbal and written communication skills
- Accurate, thorough, and detail-oriented
- Efficient with time-sensitive projects
- Preferred: Three years experience with using Salesforce Customer Resource Management (CRM) and Jira
- Preferred: Functional understanding of the CHATS application
- Preferred: Current Salesforce Administrator Certification in progress
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