Service Desk Technician - Gold River, CA

Gainwell Technologies LLC•Rancho Cordova, CA

1d•Hybrid

About The Position

At our organization, we make a difference in the lives of California’s most vulnerable populations every day. We support the CalSAWS case management system, which enables county eligibility staff to provide essential services like CalWORKs, CalFresh, Medi-Cal, Foster Care, Refugee Assistance, County Medical Services Program, and General Assistance/General Relief to individuals, children, and families across all 58 California counties. Additionally, we support BenefitsCal, the public platform that allows individuals seeking assistance to track their case progress and communicate with county workers.

Requirements

One or more years of experience in a call center environment preferred.
One or more years of experience working with ticketing systems preferred (ServiceNow or similar).
Two or more years of technical training or equivalent hands-on experience preferred.
A minimum of four years of customer support experience, demonstrating excellent service skills.
Experience working with company products and operating systems, with the ability to troubleshoot and resolve computer-related issues.
Familiarity with company escalation policies and procedures for handling advanced technical problems.

Responsibilities

Answer incoming calls from users with empathy and strong customer service skills, ensuring a positive experience.
Promptly respond to voicemails left at the Service Desk, addressing user concerns in a timely manner.
Reply to emails received at the Service Desk, providing clear and efficient solutions to user issues.
Dispatch Remote Maintenance Hardware Technicians as necessary to provide on-site support for users.
Escalate cases to incidents and assign them to the appropriate teams for review and resolution.
Assign tasks to Level 3 support teams for incidents requiring advanced technical expertise.
Associate incident tickets with relevant problem tickets for comprehensive issue tracking.
Track service request resolutions and provide users with updates and final resolution information.
Offer support for local equipment, remote maintenance requests, and application-related issues (e.g., password resets), following documented procedures in the knowledge base.
Escalate service requests to Level 2 & 3 support when they fall outside the scope of the Service Desk’s capabilities.