IN - IDOE - Help Desk

The Technical Support position is responsible for managing help desk tickets and providing technical program support for the Child Nutrition Programs web-based software package, CNPweb.

The Indiana Department of Education, Office of School and Community Nutrition, administers various Federal child nutrition programs for the state, including, the National School Lunch Program (NSLP), School Breakfast Program (SBP), After School Snack Programs (ASSP), Child and Adult Care Food Program (CACFP), Summer Food Service Program (SFSP), and the USDA Foods Food Distribution Program (FDP). This position will be responsible for learning the system functionality for each program administered and fielding questions related to the system (CNPweb). This person must be skilled at trouble-shooting software-related problems and providing clear, patient customer service to program sponsors.

Essential Duties/Responsibilities:
CNPweb Technical Support
Monitor various CNPweb help desk forms submitted by sponsors experiencing system issues.
Research help form submissions for resolutions and respond to help requests.
Provide technical assistance to program sponsors regarding the submitted issues in a timely manner.
Provide technical support for various MS Office and Google products to program staff as needed.
Work with Data and Program Analyst to submit tickets with the contracted vendor when system functionality is not working correctly.
Provide regular feedback to program staff on consistent issues or trends forming around special assistance requested.

Guidance and Technical Resources
Track all help form submissions and categorize issues by like topics.
Provide statistical reports on recurring issues to program staff and management to assist with decisions on system functionality.
Work with program staff to determine resources needed to address recurring issues.
Review existing guidance and resources and update materials as needed.
Work with Data and Program Analyst to ensure resources match system functionality.
Assist Data and Program Analyst with reviewing system report accuracy and work with program staff to determine reporting needs.

General Job Requirements:

Bachelor s degree in a related field including, computer science, computer information systems, informatics, programming, database maintenance and support, or at least four years of professional work experience in a related position and/or government program operations.
Possess considerable knowledge of computer information systems, data analysis, data collection, software support, and customer service.
Strong analytic skills.
Technology training skills.
Excellent oral/written communication and organizational skills.
Knowledge of desktop software, including MS Office, relational databases and data analysis software.
Ability to analyze business process and workflow and develop appropriate resources and procedures.
Accuracy and efficiency with data entry.

Supervisory Responsibilities/Direct Reports:
Needs to be self-motivated and must be able to work independently. No direct reports
Difficulty of Work:
This position must have experience providing technical software support to a wide range of people with varying technical skill level. They must understand data analysis and data collection for reporting. They must be able to monitor and track a helpdesk ticketing system. This position must be highly organized and maintain a sense of urgency for providing resolution to participants. Extensive knowledge of MS Office products, especially MS Excel, and Google Suite and can quickly learn new software systems.
Personal Work Relationships:
This position is specialized and requires thorough in-depth knowledge of software support and customer service. This position works with internal and external with varying technical skill levels. A general knowledge of all programs in the Division or the ability to learn the programs quickly, is necessary. This position must at times review policy and regulation changes and at times recommend changes in the software platforms and programs used daily so all program requirements can be met. This position must display tact while addressing inquiries and in requesting assistance from other Department of Education offices and other State and Federal agencies. NAity is required as well since this position has access to and regularly reviews materials of a confidential nature.
Physical Effort:
N/A
Working Conditions:
-Clean and secure office environment.
-Majority of work is performed in an office environment while seated.
-Extensive use of hands and eyes.
-Occasional site visits required, as well as out of the office training sessions.


Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceHelp desk experienceRequired3YearsKnowledge of desktop software, including MS Office, relational databases and data analysis software.Required3YearsPossess considerable knowledge of computer information systems, data analysis, data collection, software support, and customer service.Required3YearsAbility to analyze business process and workflow and develop appropriate resources and proceduresRequired3YearsExcellent oral/written communication and organizational skillRequired3YearsMS Excel expert userRequired3YearsBachelor s degree or at least four years of professional work experience Required4Years
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?Question2Please list candidate's email address.Question3Please list the city and state where candidate currently resides.Question4Candidate must be paid BETWEEN NA and NA if selected for engagement. The provider markup for this position is 28%. Do you accept this requirement?Question5This position is a hybrid work schedule that requires the resource to work onsite 3 days a week. Please confirm the resource understands this requirement.