Help Desk Support

Summary

Padmore Global Connections is seeking a Help Desk Support professional to engage with Child Welfare and system development personnel. The role involves resolving software-related issues, providing comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS), and managing software security tasks.

Responsibilities

• Exhibit proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel to resolve software related issues through research, analysis and solution formulation
• Demonstrate the capacity to write clearly and succinctly tailoring information for diverse audiences
• Maintain, organize and track documentation related to software systems effectively
• Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS) possessing a robust understanding of its functionalities
• Be well versed in the data relationships within SAWCIS applications, offering precise guidance to users for accurate data entry
• Understand and support child welfare policies, procedures and practices to assist users in documenting federal Titel IV-FC requirements, Adoption and Foster Care Analysis and Reporting system (AFCARS) requirements, and National Child Abuse and Neglect Data System (NCANDS) requirements
• Manage software security tasks, including the creation and maintenance of user profiles, ID, and passwords while ensuring appropriate security measures for system functions
• Deliver software support to both internal and external clients via telephone, email and Microsoft Teams, addressing daily production issues with the SACWIS environment
• Prioritize and plan work activities, analyze and troubleshoot customer inquiries regarding software applications and communicate effectively with both technical and non-technical stakeholders
• Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support

Skills

• Proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel
• Ability to resolve software related issues through research, analysis and solution formulation
• Capacity to write clearly and succinctly tailoring information for diverse audiences
• Maintain, organize and track documentation related to software systems effectively
• Comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS)
• Robust understanding of SACWIS functionalities
• Well versed in the data relationships within SACWIS applications
• Provide precise guidance to users for accurate data entry
• Understand and support child welfare policies, procedures and practices
• Assist users in documenting federal Title IV-FC requirements
• Assist users with Adoption and Foster Care Analysis and Reporting system (AFCARS) requirements
• Assist users with National Child Abuse and Neglect Data System (NCANDS) requirements
• Manage software security tasks, including the creation and maintenance of user profiles, ID, and passwords
• Ensure appropriate security measures for system functions
• Deliver software support to both internal and external clients via telephone, email and Microsoft Teams
• Address daily production issues with the SACWIS environment
• Prioritize and plan work activities
• Analyze and troubleshoot customer inquiries regarding software applications
• Communicate effectively with both technical and non-technical stakeholders
• Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support

Qualifications

Must Haves

• Proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel
• Ability to resolve software related issues through research, analysis and solution formulation
• Capacity to write clearly and succinctly tailoring information for diverse audiences
• Maintain, organize and track documentation related to software systems effectively
• Comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS)
• Robust understanding of SACWIS functionalities
• Well versed in the data relationships within SACWIS applications
• Provide precise guidance to users for accurate data entry
• Understand and support child welfare policies, procedures and practices
• Assist users in documenting federal Title IV-FC requirements
• Assist users with Adoption and Foster Care Analysis and Reporting system (AFCARS) requirements
• Assist users with National Child Abuse and Neglect Data System (NCANDS) requirements
• Manage software security tasks, including the creation and maintenance of user profiles, ID, and passwords
• Ensure appropriate security measures for system functions
• Deliver software support to both internal and external clients via telephone, email and Microsoft Teams
• Address daily production issues with the SACWIS environment
• Prioritize and plan work activities
• Analyze and troubleshoot customer inquiries regarding software applications
• Communicate effectively with both technical and non-technical stakeholders
• Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support

Benefits

• Work Arrangement: Remote
• Agency Interview Type: In person only
• Engagement Type: Contract