Customer Support Analyst

Travis County•Austin, TX

6d•Onsite

About The Position

Travis County Technology and Operations is seeking a Customer Support Analyst with the Information Technology Division. This role performs IT customer support work that is basic to moderately complex in nature. Provides first- and second-level desktop support through remote applications. Performs basic network administration and troubleshooting of communication problems as they affect the user environment. This is the second in a series of three customer support related job classifications within the Information Technology job family. Conducts basic to moderately complex first- and second-level desktop support on-site as well as through remote applications. Executes basic network administration and troubleshooting of communication problems and assists with the evaluation and usage of new client technologies. This classification may require a flexible work schedule in order to meet the needs of the department.

Requirements

Bachelor’s degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant work experience; OR, Any combination of education and experience that has been achieved and is equivalent to the stated education and experience and required knowledge, skills, and abilities sufficient to successfully perform the duties and responsibilities of this job.
Valid Texas Driver’s License.
Knowledge of policies, practices, procedures and terminology of assigned function.
Knowledge of Federal, State, Local and County applicable laws, rules, regulations and guidelines.
Knowledge of Information technology hardware, software and peripherals as related to assigned function.
Knowledge of Desktop operating systems, user applications and system integration.
Knowledge of Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment.
Knowledge of Computer applications to include word processing, spreadsheets, databases and a variety of software packages.
Skill in explaining complicated technical problems in simple nontechnical language.
Skill in problem-solving and decision-making.
Skill in both verbal and written communication, including presentations and communicating technical issues in nontechnical language.
Ability to work efficiently both independently and as part of a team.
Ability to perform basic to intermediate software and hardware diagnostics and troubleshooting.
Ability to demonstrate strong customer services skills.
Ability to manage time well, perform multiple tasks and organize diverse activities.
Ability to establish and maintain effective working relationships with departmental clientele, outside agencies and providers, other County employees and officials, and the general public.

Nice To Haves

Microsoft Certified Professional (MCP)
A+ Certifications

Responsibilities

Works the Call Center, logging calls, providing first- and second-level technical assistance to users and other Information Technology technicians.
Documents call problems and resolution.
Provides remote desktop support and assistance, using various remoting applications.
Installs, reinstalls, configures or instructs the user over the phone and uses the technician’s desktop.
Creates, resets and deletes user profiles.
Assists users with access or login problems.
Communicates critical outages to appropriate staff and monitors progress for resolution.
Creates Knowledge Base articles used by technical teams.
Performs other job-related duties as assigned.