Job ID :
1001
Company :
State of Delaware
Location :
dover, DE
Type :
Hire
Duration :
6 Months
Rate :
Open
Status :
Active
Openings :
1
Posted :
6 years ago
Job Seekers, Please send resumes to resumes@hireitpeople.com or Call: (202) 719-0200 Ext: 127

 Short Description:

 

The FSF Service Desk assists end-users with the application of accounting policies and system processes impacting all financial modules.  The consultant troubleshoots, diagnoses and advises end users on corrective actions.

 

Complete Description:

• Assist system end users with all FSF modules as well as Security-related and Password Reset issues where applicable.

   o Gains proficiency in 11 technical modules and develops in-depth knowledge of “req to check” process and two additional modules

• Troubleshoot, diagnose and resolve PeopleSoft application issues by researching problems using available information resources such as Closed Tickets, FAQ's, Alerts, or Defect Logs.  

• Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues. 

• Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received.

• Log all Service Desk calls, emails, and voicemails into the Enterprise Service Desk tool for tracking purposes. 

• Follow Standard Operating Procedures (SOP).

• Identify and escalate situations requiring urgent attention or expert knowledge to appropriate SMEs.

• Route problems, create, track and document resolutions in regards to all ticket request assignments.

• Stay current with system information, changes and updates by attending Service Desk weekly meetings and Soaring Ahead meetings.

• 90 - 95% Phone and e-mail support.

• Provide exceptional Customer Service to the User community.

• Respond to incoming requests for assistance via calls, emails, or voicemails.

• Work on supervisor-assigned Projects when requested.

 

Skills:

Prior technical help desk support experience

Required 3 Years

 

Critical thinking and problem solving skills in prior positions

Required 3 Years

 

Prior experience supporting systems running on Windows based OS

Required 2 Years

 

Peoplesoft application experience

Highly desired 1 Years

 

Prior experience supporting accounting applications

Highly desired 1 Years

 

Knowledge of accounting principles and terms

Desired 1 Years

 

Prior experience supporting in a role that was 90%+ phone support

Required

 

Prior customer service/phone experience

Required

 

Prior experience working with help desk that involved email support

Required

 

Questions:

Question 1

Please list any experience the candidate has with Delaware's First State Financials System.

 

Question 2

Please list any experience working for the State of Delaware?

 

Question 3

Would the candidate be able to work out of our Dover, Delaware office five days a week between 8 and 4:30?

 

Question 4

Please list any projects or jobs where the candidate has worked in supporting financial accounting systems.

 

Question 5

Is the candidate aware they will need to successfully pass a State and Federal Criminal Background check?