Help Desk Support
Company: STI
Location: Indianapolis
Posted on: April 2, 2026
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Job Description:
Description: Exhibitproficient listening abilities while
engaging in daily communication with ChildWelfare and system
development personnel to resolve software related issuesthrough
research, analysis and solution formulation. Purpose of
Position/Summary: Exhibit proficient listening abilities while
engaging indaily communication with Child Welfare and system
development personnel toresolve software related issues through
research, analysis and solutionformulation. Demonstrate the
capacity towrite clearly and succinctly tailoring information for
diverse audiences. Maintain, organize and track
documentationrelated to software systems effectively. Provide
comprehensive support for the Statewide AutomatedChild Welfare
Information System (SACWIS) possessing a robust understanding ofits
functionalities. Be well versed inthe data relationships within
SAWCIS applications, offering precise guidance tousers for accurate
data entry. Understand and support child welfare policies,
proceduresand practices to assist users in documenting federal
Titel IV-FC requirements, Adoptionand Foster Care Analysis and
Reporting system (AFCARS) requirements, and NationalChild Abuse and
Neglect Data System (NCANDS) requirements. Manage software security
tasks, including the creation andmaintenance of user profiles, ID,
and passwords while ensuring appropriatesecurity measures for
system functions. Deliver software support to both internal and
externalclients via telephone, email and Microsoft Teams,
addressing daily productionissues with the SACWIS environment.
Prioritize and plan work activities, analyze andtroubleshoot
customer inquiries regarding software applications and
communicateeffectively with both technical and non-technical
stakeholders. Adhere to the complete software development
lifecycle,including documentation of business needs analysis,
system analysis, functionaland technical design, development,
testing and production support. Required/Desired Skills Skill
Required /Desired Amount of Experience Associates Degree or 3 plus
years or experience 3 Years Working knowledge of Microsoft Office
(Outlook 365, Word and Excel); 5 Years Prior customer service
experience 5 Years Knowledge of help desk ticketing systems 6
Months Ability to identify and resolve problems using research
techniques 0 Experience of Atlassian Jira, Confluence and Service
Management tools 0 Ability to communicate effectively orally and in
writing 0 Knowledge of Genesys phone systems Highly desired 0
Experience of Salesforce platform Highly desired 0 Software testing
experience Highly desired 0 Experience providing first and second
tier help desk support Highly desired 0
Keywords: STI, Fairfield , Help Desk Support, IT / Software / Systems , Indianapolis, Ohio
