Level III Help Desk – Application Support, New York, NY

Full-time, New York, NY

Please Note:

This is an Application Support position – not Desktop, Networking or Customer Service Support

About Case Commons

Originally incubated by the Annie E. Casey Foundation, a national leader in child welfare policy and practice, Case Commons is a non­profit that is transforming public human services through innovative technology. To fulfill this vision, Case Commons has designed and built revolutionary, and award­-winning, software for child welfare — both our own products and client-driven projects — that are leading to better outcomes for some of our country’s most vulnerable children.

Case Commons offers competitive salaries and a comprehensive benefits plan, including a 401k, and is an equal opportunity employer. We value our employees and are committed to supporting them as they help make our vision a reality.

Our product positively impacts lives

We help kids who are at risk. We help the people who are trying to help those kids. We accomplish this through web-based, user-centered software via our product, Casebook. Our long-term objective is to continue developing, selling, and implementing innovative technology for the public sector (a.k.a. state and federal government).

Help us solve real problems

This is not your average content-driven or e-commerce Ruby on Rails application. It is an application, mandatorily used by government employees and others, with deep workflows, intricate modeling and statistical analysis. We employ an agile approach, but work with customers who are more traditionally waterfall. Our platform is written utilizing 100% open source frameworks and tools. Our goal is to make government operational technology as usable and enjoyable as consumer web-based products – so that government can gather and utilize reliable data in order to manage its operations and improve its ability to serve constituents.

What you’ll do as Help Desk/Support Agent at Case Commons:

We are looking for a Level 3 Application Support Help Desk Agent who is passionate about providing great user experience, who truly enjoys troubleshooting and helping to solve challenging problems in social and collaborative software. Since this will be a key support role, you must have fantastic judgment, strong web application and architecture literacy and excellent communication skills (written and verbal).

If you fit the bill, you will be primarily responsible for managing incoming tickets – from report through successful resolution – working collaboratively with our product development team to triage issues, continually improve our processes and advocate for future product feature requests and customizations.

Core Skills

You will report to the Help Desk Support Manager and work closely with the product, project management and engineering teams in addition to clients and users:

  • Review and proactively investigate all incoming Zendesk tickets – managing the queue and escalating tickets when necessary
  • Think holistically and creatively about the intentions and needs of users submitting tickets so that we are permanently solving the problem rather than addressing the symptoms
  • Test application to ensure bug fixes resolve user’s reported problem
  • Monitor 3rd party applications to detect problems / issues as they occur
  • Learn new products as they are developed
  • Prepare routine reports

Supporting Skills

  • Work with product and engineering teams to discover bugs and turn them into development tasks
  • Work with QA to ensure fixes and enhancements meet our quality standards and successfully resolve the cases that spawned them
  • Ensure that tickets receive appropriate responses within the time frame required by our contractual SLAs with our partners
  • Contribute to product documentation (Help Site)
  • Participate in the evolution of the product(s) by working with partners to define, catalog and prioritize enhancement/feature requests
  • Potential to take on community management responsibilities, including nurturing client user groups and potentially training
  • Potential to assist with IT related tasks

What you have

  • Web and technology savvy and curious
  • Must be super organized
  • Must be a great listener and communicator – both verbal and written
  • Must be empathetic
  • Must be a problem solver
  • Must be both analytical and creative – capable of detecting patterns
  • Ability to work independently
  • Ability to excel in a fast growing/fast paced environment delivering accuracy while managing to deadlines
  • At least 2 years of application support / help desk experience – Level 3 experience preferred
  • Experience with SQL (must be able to write queries)
  • Experience with Mac OS a plus
  • Experience working with Zendesk or other CRM platform a plus
  • Experience with reporting tools or Good Data a plus
  • Experience with the agile development process a plus
  • Strong technical writing skills a plus

What you’ll enjoy

  • The opportunity to learn advanced application support troubleshooting skills
  • The opportunity to work on a product that can transform lives
  • Not only work on cutting-edge and innovative technology but feel good about what we’re doing as a company (food for the soul)
  • Creatively solve difficult problems
  • Work in small teams collaboratively with Engineers and Product Managers
  • Work in a learning environment. Access to a creative, engaged community of engineers, PMs, designers and entrepreneurs
  • Agile work environment
  • Kitchen stocked with drinks and snacks
  • Open work environment, shoes optional
  • Generous benefits package, 401k matching, 20 vacation days, 11 company holidays, 4 personal days, 5 sick days

Email resumes to: helpagent@casecommons.org