Customer Support Analyst - INFORMATION TECHNOLOGY

Department:  Info Tech Srvcs 

Job ID: 12846

Pay:  $22.85 per hour  

Work Schedule:   

Sedgwick County offers a comprehensive benefits package for full-time employees that includes health coverages, paid leave, regular compensation reviews, retirement plans, and professional development opportunities.  For more detailed information, please visit our benefits page at SCBenefits.

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: Two years of experience in technical support, IT customer support call center, desktop technologies, networking, and/or system administration. This experience must come from roles held within the last 3 years. 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: Currently employed in a role which provides two years of experience in technical support, IT customer support call center, desktop technologies, networking, and/or system administration. Associate’s or Bachelor’s degrees in cyber security, Network Administration, and/or Server Administration. CompTIA A+/Network +/Server +, ITIL v4 Foundations, Microsoft Certified Azure Administrator Associate. Relevant, current, non-deprecated technical certs from Cisco, Dell, Lenovo, HP, Microsoft. HDI Local Chapter Membership or memberships to IT organizations.

Applicants have rights under Federal Employment Laws. Please find more information under the following link.  Apply for a Job | Sedgwick County, Kansas