Customer Support Specialist (Information Systems Specialist 4)

State of Oregon; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A state government agency in the United States is seeking a Customer Support Specialist to join their IT Service Desk team. The role involves providing excellent customer service and troubleshooting IT issues. Candidates should have experience in technical support and a background in computer science or a related field. This position offers a salary range of $5,052 - $7,640 per month, depending on qualifications and experience.

Qualifications

• Three years of experience providing technical support to end users.
• Understanding of customer service principles and IT operations.
• Ability to work in a busy environment with frequent interruptions.

Responsibilities

• Provide timely support for business applications and data systems.
• Analyze and document IT application issues.
• Conduct first-call resolution for password resets.

Skills

Customer service principles

Windows operating systems

Microsoft O365/2016

Business computing systems

IT security principles

IT operations

Network operations

Education

Associate degree in Computer Science or related field

Vocational training in information technology

Tools

Ticket-tracking tool

Multi-line phone system

Job description

Job Title: Customer Support Specialist (Information Systems Specialist 4)

Agency: Department of Consumer & Business Services

Salary Range: $5,052 - $7,640

Job Description

We are seeking a highly motivated and skilled IT professional to join our IT Service Desk team. The successful candidate will provide excellent customer service, troubleshoot and resolve IT-related issues, and demonstrate a sincere readiness to help our customers.

The IT Service Desk team provides Tier 1 and Tier 2 support to internal customers, and the team's focus is on providing effective and efficient customer service.

Responsibilities

• Provide timely, quality support and assistance for business applications, operating software, data systems, and hardware used by the agency.
• Analyze, prioritize, troubleshoot, track, and document IT application issues and service requests.
• Ensure support processes are accurately maintained and followed while ensuring quality and consistency throughout the life of support requests.
• Gain and maintain appropriate application and infrastructure knowledge and experience to effectively and efficiently support agency software applications.

Typical Duties

• Conduct first-call resolution for password resets and management of user accounts, security tokens, and login sessions.
• Record, update, and resolve requests and incidents in our ticket-tracking tool.
• Triage proactive/reactive alerts and escalate accordingly.
• Escalate and track system and network issues when necessary.
• Provide agency-wide email communications for scheduled maintenance and incidents.
• Process user access request tickets.
• Perform laptop builds.
• Troubleshoot and resolve technical issues related to software products, devices, and system performance.
• Participate in creating and maintaining content for our Service Desk knowledge base.

Qualifications

The goal of this recruitment is to fill this position at the Information Systems Specialist 4 level. However, we encourage candidates who meet the Information Systems Specialist 3 qualifications to apply as we may consider underfilling the position for up to 36 months.

Information Systems Specialist 4 Minimum Qualifications:

• Three (3) years of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards

OR

• An associate degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field; AND one (1) year of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards

Information Systems Specialist 3 Underfill Minimum Qualifications:

• Two (2) years of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards

OR

• An associate degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field.

Requested Skills

Knowledge

• Thorough understanding of customer service principles
• Advanced user-level knowledge and troubleshooting of Windows operating systems
• Advanced user-level knowledge and troubleshooting of Microsoft O365/2016 (or higher)
• General knowledge of business computing systems, including servers, networks, relational database systems, web services, and enterprise software
• Basic principles of IT security
• Basic understanding of IT operations
• Familiarity with network operations

Technical Skills & Abilities:

• Extensive experience providing end-user, technical support within a service desk team for a Microsoft Windows environment
• Experience utilizing a ticket-tracking tool
• Experience using a multi-line phone system
• Ability to work in a busy environment with frequent interruptions
• Experience applying documented processes, procedures, and standards in the performance of assigned tasks and duties
• Strong interpersonal and communication skills
• Experience working as part of a team

The Department of Consumer and Business Services is an equal opportunity employer and values diversity, equity, and inclusion in the workplace.

Equal Employment Opportunity

DCBS is fully committed to attracting, retaining, developing, and promoting the most qualified candidates without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, or veteran status.