Serve as the first point of contact for Jeffco end users calling with Workday questions or issues
Provide frontline support for navigation, access, and general system usage questions
Log, categorize, and track incidents, requests, and defects in the designated ticketing tool
Perform basic troubleshooting and resolve common user issues when appropriate
Support users with standard transactions, process questions, and general adoption of Workday workflows
Prioritize and triage issues based on urgency, severity, and business impact
Escalate functional, payroll, security, integration, or configuration-related issues to the appropriate support teams
Communicate clearly with users regarding issue status, next steps, and expected resolution path
Identify recurring issues or call trends that may indicate training gaps, process confusion, or system defects
Provide onsite support presence during the post-go-live stabilization and hypercare period
Experience providing Level 1 helpdesk, call center, or end-user application support
Strong customer service and communication skills
Ability to work in a fast-paced, high-volume support environment
Experience logging and managing tickets in a structured support process
Ability to triage issues effectively and escalate appropriately
Comfort assisting users with system navigation, access, and general business process questions
Ability to work onsite full time during the support period
