Customer Support Technician

State of Missouri; Jefferson City (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

State of Missouri is seeking a Customer Support Technician in Jefferson City to assist OSCA users with information technology programs and to troubleshoot applications and software to support business objectives. The role involves handling end-user questions, identifying issues, and coordinating with stakeholders including management, development teams and ITS leaders to deliver effective solutions.

This position is based on-site in Jefferson City, MO and offers benefits typical of state

Qualifications

• Associate’s degree with at least 15 semester hours in computer science or related areas.
• One year experience in customer support.
• Additional experience may be substituted for the required education on a year-for-year basis.

Responsibilities

• Answer end-user inquiries and provide information and solutions.
• Identify system issues and communicate enhancements and resolutions to stakeholders.
• Resolve problems by clarifying issues, researching and implementing solutions, and escalating unresolved problems as needed.
• Communicate application problems to management, development teams, end users, and ITS leaders.

Skills

Customer support

Troubleshooting

Communication

Problem solving

Education

Associate degree in CS/IS

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. More information regarding employment and benefits can be found here: OSCA Benefits. To review an interactive total compensation calculator, click the following link: Compensation Calculator