HELP DESK AGENT

HELP DESK AGENT

Main Sail is seeking a Help Desk Agent for a 9-month project in Columbus, OH.

Help Desk provides Level 1 and Level 2 support to users of a custom software application (SACWIS) managing the child welfare program within the state of Ohio. The Help Desk Agent will perform as a member of the SACWIS Implementation Team. This team is composed of up to 20 staff and provides both on-site and Help Desk support to SACWIS users. The team will:

Receive trouble calls directly from selected users by phone, email and fax.
Receive tickets escalated from on-site support staff.
Troubleshoot and resolve problems up to their level of responsibility.
Use proper escalation procedures to move problems to next level of expertise.
Document all trouble calls and activities on tickets using Remedy ARS.
Document identified defects and review status of existing defects using Mercury Test Director, when appropriate.
Create, edit and approve Knowledge Base articles and FAQs, when appropriate. Additionally, the Help Desk Agent may produce reports and assist in the analysis of Help Desk performance metrics against defined acceptable service levels, when required. The Help Desk Agent will participate in the continuous review and update of Help Desk plans and procedures.
REQUIREMENTS
Education Requirements:
HS diploma required, some college preferred.
Formal training in Customer Support is highly desirable.

Experience/Skill Requirements:
More than 1 year experience in Help Desk operations, within last 6 months, required.
Experience as Team Lead or Lead Help Desk agent, a plus.
Experience with Remedy ARS, or similar ticket management tool a plus.
Experience with Mercury Test Director, a plus.
Knowledge of child welfare program or human services programs highly desirable.
Must have excellent customer service and communication skills.
Must be able to work in a fast-paced, stressful environment.
Must be able to receive, assess and respond to requests for assistance/complaints from customer and maintain a professional demeanor.
Must be proficient with MS Office suite, including email.
Must be able to quickly learn functions and processes of a custom software application for child welfare case management.