Job Description:
Job Purpose:
Under limited supervision, leads the day-to-day operations of the Help Desk support staff by promoting excellent customer service and effective response times, providing expert level insights into general support issues, and enforcing quality of service guidelines for dealing with users, completing services, and overall user satisfaction. As the first point of contact for 800+ client staff and Clerk of Court staff, the Help Desk triages requests and incidents for the client aiming for a high level of first contact resolution. Additionally, the Help Desk is responsible for supporting end user technical issues from the client Portal, a web-based portal accessible to all custodial and non-custodial parents involved in child support cases. Currently there are 60k+ registered users of this system. Additionally, the Help Desk supports the client by analyzing data in PACSS and recommending updates to system data.
Daily Duties:
Primary Responsibilities
Supervise the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed; ensuring the staff provides timely and considerate customer service to the client end users by fielding help desk tickets and calls and resolving technical issues; training and mentoring the staff on operational procedures and troubleshooting techniques; and assisting the staff in the completion of work and associated activities as needed.
Evaluate documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self-service documentation, and frequently asked questions lists for end users.
Administer the Help Desk system by managing user accounts, categories, automation rules, and reports. Use the ticketing system to gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in issues.
Identify, track and analyze trends in issue reporting and alert relevant personnel. Research, evaluate and implement help desk improvements and modifications. Prepare various reports on operations and activities for management. Consults with management regarding systems and service delivery needs.
Leads efforts to analyze data within the client for merging and cleanup activities to be performed by end users and/or the Help Desk staff.
Identify training opportunities for end users based on help desk ticket analysis.
Ensure that personal identifying information (PII) is properly used, accessed, gathered, shared, and disposed.
Performs other duties as required.
Required Skills:
10+ years of experience in family court operations.
10+ years of experience working on client related software project(s).
Excellent problem-solving, communication and interpersonal skills, along with patience, and a customer-friendly attitude.
Ability to identify, interpret and translate business process training for appropriate audiences.
Extensive experience with Team Foundation Server (TFS), MS Office, Visio and SharePoint
Demonstrate strong ability to take initiative and ability to work with minimal to no guidance.
Strong analytical skills
Strong ability to communicate (orally and written) with project staff, stakeholders, and executives.
Experience working in a team-oriented, collaborative environment.
Ability to analyze and identify trends in issue reporting.
Must be able to multi-task and meet deadlines in a fast-paced environment.
Preferred Skills:
Attention to detail and strong problem-solving skills
Required Education:
A bachelor's degree or 10 years family court and child support experience may be substituted for the bachelor's degree
Skills:
Category Name Required Importance Level Last Used Experience
Database Platforms - MS SharePoint - Yes - 1 - Advanced - Currently Using - 2 - 4 Years -
Packaged Applications - MS OFFICE 365 - Yes - 1 - Advanced - Currently Using - 2 - 4 Years -
Packaged Applications - Visio - Yes - 1 - Advanced - Currently Using - 2 - 4 Years
Notes:
Remote Work Availability: 50%
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status