Customer Support Analyst - Information Technology

Customer Support Analyst - Information Technology

Provides telephone and in-person technical support for hardware and software issues for Sedgwick County and District Court staff. Provides a positive support experience; identifies, prioritizes, and communicates issue resolution. Performs follow-up assessment of previously resolved issues. Delivers support to both technical and non-technical County users by communicating on matters such as product use and configuration. Answers questions, provides training, and resolves specific problems.

Desktop Support, Customer Support

• Provides in-person, telephone, or remote technical support for hardware and software issues.
• Answers, evaluates, and prioritizes incoming telephone calls and emails.
• Analyze problems to determine if they are within the client application, desktop software, or workstation hardware.
• Client Call Backs – Provide follow up communication with customer after problem is resolved.
• Stay trained in Sedgwick County software/hardware technologies and procedures.

Ticket Tracking

• Maintain ticketing system to properly track the status of all service calls. Communicate effectively with customers on status of service calls to ensure excellent customer service.
• Accurately track time spent on ticket resolution.
• Ensure acknowledgement of ticket assigned is in a timely fashion.
• Resolve tickets assigned in a timely fashion.

After hours support, Documentation, and Training

• Will be on a rotating On-Call schedule. May be called to support other On-Call CSA when not in On-Call status.
• Learn from, train with, and collaborate with peers to improve Personal Professional Growth.
• Maintain up to date on education, information technology, and technology trends in keeping with the rapid changes in the IT field.

Minimum Qualifications: One year of experience in technical support, customer service, desktop technologies, networking, and/or system administration. Per Sedgwick County Policy, this is a driving level position that requires a valid US driver's license without restrictions and current proof of automobile insurance.

Preferred Qualifications: CompTIA A+