Job Summary:
The position involves providing comprehensive customer technical support by promptly responding to Help Desk calls, conducting expert triage, troubleshooting technical issues, and efficiently managing the resolution of customer service tickets. Additionally, maintaining proactive communication with customers during outages and service activities is essential for ensuring a seamless support experience.
Duties and Responsibilities:
- Obtain advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues.
- Cross train in a range of products within the Justice BU.
- Monitor assignment group queues within the case management system, prioritizing and resolving tickets in a timely manner.
- Conduct thorough application-level troubleshooting, configuration adjustments, and facilitate case resolution to meet customer needs.
- Actively contribute to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.
- Collaborate with various groups such as Application Operations and Hosting Operations, especially in scenarios requiring multi-group coordination.
- Handles diverse support tasks, including data analysis, script assistance, and configuration changes, to address specific customer concerns promptly.
- Potential for occasional after-hours or weekend responsibilities.
- Perform other duties as assigned.
Education and Experience:
- A minimum of 1 - 3 years in Technical Help Desk management is mandatory.
- Experience with Revenue Collections or Court Case Management and Operations (Preferred)
Knowledge, Skills and Abilities:
- Ability to talk to clients using both technical and everyday software user language.
- Writing skills for summarizing technical and procedure topics for clients, via email or other Microsoft 365 tools.
- Diligence documenting activities and updating case records for current state and effort histories.
- Moderate proficiency writing SQL queries
- General MS Windows networking and troubleshooting experience
- Ability to read and diagnose application logs
- Quick learner of software applications to quickly assist others with the application.
- Understanding of security basics and best practices
Not required, but additional helpful skillsets or experiences:
- Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states
- Proficiency using Microsoft 365 tools and SharePoint
- Proficiency using CRM and ticketing systems. ServiceNow is our current system.
- Deeper skillsets with MS SQL Server DBA activities
- Deeper skillsets with network configurations and components
- Windows IIS configuration experience
- Knowledge of client-server structures and relationships
- Some knowledge of C# or .NET framework
Work Environment:
- Reliable high-speed internet for a remote working environment
- An at-home noise level in the work environment that is usually moderate as the employee works in an office setting, at an individual workstation, using telephone and computer
Avenu Summary:
With the backing of four decades of public sector expertise and corporate capability, Avenu has successfully supported government services. Avenu was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Avenu is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Avenu offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Avenu offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.
