Customer Support Analyst

Performs Information Technology customer support work that is basic to moderately complex in nature. Provides first- and second-level desktop support on-site as well as through remote applications. Implements, evaluates and facilitates usage of new client technologies. 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.

• Provides remote desktop support and assistance, using various remoting applications. Installs, re-installs, configures or instructs the user over the phone and uses the technician’s desktop.
• 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.
• Creates, resets and deletes user profiles. Assists users with access or login problems.
• Installs, configures and deploys new software packages, upgrades new desktop hardware for users’ desktops, laptops and printers.
• Communicates critical outages to appropriate staff and monitors progress for resolution.
• Works with varied versions of client technologies, installing and testing across many different platforms. Assists in determination of technology requirements.
• Initiates preventative maintenance work and/or diagnostics on computers and peripherals within a department.
• Works on special projects providing technical assistance to users and other support employees. Participates in the deployment of new computer equipment and the relocation of County offices and corresponding IT equipment.
• Performs other job-related duties as assigned.

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.

Microsoft Certified Professional (MCP), A+ Certifications.

• Policies, practices, procedures and terminology of assigned function.
• Federal, State, Local and County applicable laws, rules, regulations and guidelines.
• Information technology hardware, software and peripherals as related to assigned function.
• Desktop operating systems, user applications and system integration.
• Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment.
• Computer applications to include word processing, spreadsheets, databases and a variety of software packages.

• Explaining complicated technical problems in simple nontechnical language.
• Problem-solving and decision-making.
• Both verbal and written communication, including presentations and communicating technical issues in nontechnical language.

• Work efficiently both independently and as part of a team.
• Perform basic to intermediate software and hardware diagnostics and troubleshooting.
• Demonstrate strong customer services skills.
• Manage time well, perform multiple tasks and organize…