INCCRRA (Illinois Network Child Care Resource and Referral Agency) is excited to be able to add to our team. Our vision is to provide quality care and education that creates a lifetime of equitable opportunities for all children. INCCRRA is excited to offer position as hybrid positions.
SUMMARY: Under the direction of the Data Manager, the Help Desk Specialist provides excellent customer service and technical assistance related to use of the organization's data systems. This position focuses on assisting users with accessing and understanding the data systems. In addition, the Help Desk Specialist works closely with end users to troubleshoot data system issues and to frequently review data entered to ensure accuracy and validity. They frequently collaborate with other team members to assist in the documentation of commonly asked questions and creation of support materials to increase self-service capacity. The Help Desk Specialist plays a crucial role in empowering users to leverage data systems efficiently to achieve their goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES: - Responds to user inquiries and support requests related to web-based applications via email, phone, or help desk ticketing system, documenting support activities and resolutions. (80%)
- Implements data quality activities and routines to ensure data within the systems is accurate and reliable. (15%)
- Performs data entry tasks to update and maintain records in databases and web-based applications, ensuring data integrity and compliance with standards. (5%)
- Perform other job-related duties as assigned.
SUPERVISORY DUTIES: This position has no supervisory duties.
SUPERVISION RECEIVED: Supervision weekly and very little deviation from "routine".
EDUCATION and/or EXPERIENCE - Completion of 4 years of high school, or equivalent, required.
- Prior help desk experience is desired but not required.
- Proficiency in Microsoft Office suite, specifically Word and Excel.
- Ability to run pre-designed queries within Microsoft Access and export results to Excel is desired.
- Experience with Zendesk help desk software is desired.
- Strong analytical skills, attention to detail, and excellence in customer service.
- Excellent written and verbal communication skills.
- Ability to work both independently and collaboratively in a team environment.
- Strong organizational and time management skills.
LANGUAGE SKILLS Must be able to speak, read and write English fluently. Any additional language skills are a plus.
We are actively recruiting for this role and will not wait for the closing date of this posting before interviewing or identifying a candidate in which to make an offer to. Therefore, the posting may close prior to the date listed.