Technical Support Specialist

State of Utah; Utah; Remote; Full time

Job summary

Join a forward-thinking organization as a Technical Support Specialist, where you will play a vital role in providing exceptional technical support to users across the agency. This full-time telework position offers the chance to make a meaningful impact on the lives of Utah citizens while working within a dynamic IT team. With a focus on customer service excellence, you will troubleshoot a variety of technical issues, maintain software applications, and contribute to a collaborative environment. Enjoy a competitive salary, generous health and retirement benefits, and the opportunity for professional growth in a supportive workplace that values work-life balance.

Benefits

Health benefits

Generous paid time off

Retirement benefits

Work-life balance

Qualifications

• Minimum 2 years in a Call Center/Help Desk environment.
• Experience with Genesys Cloud, Google Applications, and ServiceNow.

Responsibilities

• Provide technical support via phone, email, and in-person.
• Troubleshoot hardware/software issues and maintain applications.

Skills

Customer Service Excellence

Technical Proficiency

Problem-Solving Skills

Self-Direction

Communication Skills

Tools

Genesys Cloud

Google Applications

ServiceNow

Job description

The State of Utah Division of Technology Services (DTS) is seeking a highly motivated and customer-oriented Technical Support Specialist to join our team. In this role, you will provide exceptional technical support to users across the agency, assisting with a wide range of issues related to computer hardware, software, operating systems, and agency-specific systems.

The position offers a competitive salary range depending on the level:

• Technical Support Specialist II: $29.00 - $44.79 per hour
• Technical Support Specialist I: $22.11 - $33.23 per hour

This is currently a full-time Telework position. Telework eligibility is determined by agency management and may be subject to change at their discretion for operational or business reasons.

Why join our team?

We have great business partners who want to serve Utah citizens efficiently and effectively, while working within the guidance of their federal and state partners. This is an opportunity to make a difference for Utah citizens while being a pivotal part of an exciting IT team. You will receive great health and retirement benefits, such as generous paid time off so you can spend more time with your family and have a positive work-life balance.

The Agency

To learn more about The Division of Technology Services check us out. The State's environment is a highly optimized blend of systems responsible for collecting, processing, and distributing millions of data elements every day.

• Provide timely and effective technical support to users via phone, email, and in-person.
• Troubleshoot and resolve a variety of technical issues, including hardware and software malfunctions, network connectivity problems, and application errors.
• Install, configure, and maintain software applications.
• Document and track all support requests and resolutions.
• Participate in ongoing training and professional development to stay abreast of emerging technologies.
• Contribute to a positive and collaborative team environment.

Minimum Qualifications:

• Self-Direction: Ability to work independently with minimal supervision, demonstrating initiative and accountability.
• Customer Service Excellence: Proven ability to provide exceptional customer service, including strong communication, active listening, and a focus on customer satisfaction.
• Technical Proficiency:
  • Knowledge of current software and hardware platforms.
  • Ability to troubleshoot software and hardware issues effectively.
  • Experience with remote software support.
• Communication Skills:
  • Excellent written and verbal communication skills.
  • Ability to clearly articulate technical information to both technical and non-technical audiences.

Required Qualifications:

• Experience: Minimum of 2 years of experience in a Call Center/Help Desk environment.
• Technical Expertise: Minimum of 6 months of experience with Genesys Cloud, Google Applications, and ServiceNow, with a proven ability to document technical issues and procedures.
• Customer Service Excellence: Proven ability to provide exceptional customer service, including strong communication, active listening, and a focus on customer satisfaction.
• Problem-Solving Skills: Demonstrated ability to identify, diagnose, and resolve technical problems effectively, escalating issues when necessary.

Employment is contingent on passing a drug screening and a background check. Risks found in the typical office setting, which is adequately lighted, heated, and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc. Work requires physical exertion. May require the ability to stand; walk over rough surfaces; bend, crouch, stoop, stretch, reach, lift moderately heavy items (up to 50 lbs.) in a recurring manner and/or for long periods of time.