Job ID :
Company :
State of Delaware
Location :
Type :
Duration :
6 Months
Status :
Openings :
Posted :
27 Jun 2012
Job Seekers, Please send resumes to

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:

Service Desk Main Job Responsibilities

• 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.



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



Prior customer service/phone experience



Prior experience working with help desk that involved email support




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?