Customer Support Technician

State-of-Missour; Jefferson City (MO); On-site; USD 38,000 - 54,000; Full time

Job summary

The Office of State Courts Administrator in Jefferson City, MO is seeking a Customer Support Technician to assist OSCA users in utilizing information technology programs effectively. You will troubleshoot applications, support end users, and coordinate with management, development teams, and ITS leaders to resolve issues and improve system performance.

Minimum qualifications include an Associate’s degree with CS hours and one year of customer support experience; substitution with more experience

Qualifications

• Associate degree with 15+ CS hours and one year of customer support experience.
• Experience may be substituted with additional relevant work experience.
• Strong problem-solving and communication skills.
• Ability to interpret technical information for non-technical users.

Responsibilities

• Field incoming questions from end users and provide information and solutions.
• Identify system issues and communicate needed enhancements.
• Resolve problems by clarifying issues, researching, and implementing solutions.
• Escalate unresolved problems to appropriate stakeholders.

Skills

Customer support

Troubleshooting

Communication

Documentation

Education

Associate’s degree with at least fifteen (15) semester hours in computer science, computer information systems or closely related areas

Tools

Help desk ticketing system

Job description

Location: Office of State Courts Administrator, Jefferson City, MO

The salary reflected represents the base pay for this position and does not include any differential for time-of-service pay for state tenure.

Why you'll love this position:

A position with the Office of State Courts Administrator provides you the opportunity to work with a variety of exceptional, hardworking people and to gain a valuable and rewarding career. It takes many types of talent to advance the mission of the Missouri Judiciary and to keep operations running smoothly. We have opportunities for individuals seeking meaningful work in providing administrative, business and information technology services to the Missouri courts.

We are recruiting to fill a Customer Support Technician position to assist OSCA users in their ability to utilize information technology programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all customers.

• Fields incoming questions from end users public and use troubleshooting techniques to provide information and solutions
• Identifies system issues and communicates all instances where enhancements and issue resolution are required
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problem
• Communicates application problems and issues to key stakeholders, including management, development teams, end users, and ITS leaders

Minimum qualifications:

Graduation from an accredited college or university with an Associate’s degree with at least fifteen (15) semester hours in computer science, computer information systems or closely related areas and one year experience in customer support.

Additional experience above the minimum stated may be substituted on a year for year basis for the required education.

Preferred qualifications

• Ability to prepare and interpret computer program documentation
• General knowledge of the operation of all infrastructure standard applications and technologies used within the judiciary
• Knowledge with operation of help desk-specific ticketing system
• Ability to troubleshoot and resolve routine hardware and/or software problems

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck.