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Help Desk Analyst

Date Posted: May 13, 2025

Requisition ID: 460257

Location:

Indianapolis, IN, US, 46204

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Department of Child Services:

Join a team that engages with families and children to improve lives meaningfully. DCS engages authentically with children who are victims of abuse or neglect and strengthens families through services that focus on family support and preservation. The Department also administers family preservation and prevention services, foster care, and child support throughout Indiana. You will relentlessly pursue permanency for children and families through reunification, guardianship, adoption, or support youth in making a successful transition to adulthood. While this job is difficult and may have long and sometimes unconventional hours, this is more than a job—it is a calling to improve your community and neighbors. Will you join us in supporting our Mission, Vision, and Values?

Mission:  The Indiana Department of Child Services leads the state’s response to allegations of child abuse and neglect and facilitates child support payments. We consider the needs and values of all we serve in our efforts to protect children while keeping families together whenever possible.

Vision: Children will live in safe, healthy, and supportive families and communities.

Values: We at the Indiana Department of Child Services empower our team, in collaboration with state and local partners, to make decisions in the best interest of every child in our care by embracing:

+ Child safety

+ Permanency

+ Collaborative partnerships with foster and adoptive families

+ A culture of safety and transparency

+ Continuous improvement

Role Overview:

The Help Desk Analyst works within the agency's Information Technology Division to answer incoming calls and assist the Child Support Bureau and County Partners with various aspects of the Indiana Support Enforcement Tracking System (ISETS).

Salary Statement:

The salary for this position traditionally starts at $61,022.00 annually but may be commensurate with education or work experience.

A Day in the Life:

+ Provide first- and second-tier support to users.

+ Troubleshoot moderately complex issues escalated by the Associate staff.

+ Refer complex inquiries to Senior staff.

+ Assist users and new or lower-level staff with basic and moderately complex bank reconciliation, financial management, and accounting issues.

+ Work with the application vendor to restore service and/or identify and correct core problems.

+ Promote customer service strategies.

+ Assist users with Data Warehouse reports.

+ Participate in project and change request activities.

+ Train, guide, and mentor new and lower-level staff.

+ Assist with ISETS Help Desk activities.

+ Answer end-user requests by identifying, diagnosing, and communicating solutions.

+ Explain and describe solutions to users.

+ Simulate user problems to resolve user navigation issues.

+ Ensure user communications are timely, courteous, and ongoing.

+ Refer user training needs to the Field Consultant team.

+ Process account management requests as needed.

+ Assist with access to various websites and county program installations.

+ Completes assigned weekly, biweekly, and monthly reports.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

+ Thorough knowledge of Child Support applications and county operations.

+ Basic knowledge of Jira, Confluence, and Service Management.

+ Basic knowledge of Genesys Cloud phone system or similar phone system tools.

+ Thorough knowledge of ISETS Financial Management processes.

+ Ability to communicate effectively verbally and in writing.

+ Ability to identify and resolve problems using proven research techniques.

+ Ability to retain composure in stressful situations.

+ Ability to train and guide lower-level resources.

+ Possesses a sense of urgency towards tasks.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

+ Three (3) medical plan options (including RX coverage) as well as vision and dental plans

+ Wellness Rewards Program: Complete wellness activities to earn gift card rewards

+ Health savings account, which includes a bi-weekly state contribution

+ Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities

+ Deferred compensation 457(b) account (similar to 401(k) plan) with employer match

+ Two (2) fully-funded pension plan options

+ A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:

+ 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers

+ Up to 15 hours of paid community service leave

+ Combined 180 hours of paid vacation, personal, and sick leave time off

+ 12 paid holidays, 14 in election years

+ Education Reimbursement Program

+ Group life insurance

+ Referral Bonus program

+ Employee assistance program that allows for covered behavioral health visits

+ Qualified employer for the Public Service Loan Forgiveness Program

+ Free Parking for most positions

+ Free LinkedIn Learning access

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected].

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