IT Customer Support Analyst Senior

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Description

This position is for an IT Customer Support Analyst Senior within the Customer Service Desk (CSD) Branch. This Branch is located within the Office of Client Support Services.

The Commonwealth Office of Technology enables a proficient digital government supportive of a 21st century economy by being a trusted and valued business partner with unyielding commitment to cost-effective service delivery. Our mission is to support agency partners in the fulfillment of their core mission by providing technology leadership, services, and solutions in a secure, transparent, and fiscally responsible manner. A career in the Commonwealth Office of Technology (COT) offers an opportunity in the rapidly changing field of information technology (IT) where you can develop and advance your skills in diverse environments while making a significant difference in the lives of others.

An IT Customer Support Analyst Senior provides IT technical support in a Help Desk and Service Desk environment to various internal agencies and customers within the Commonwealth. They will work to provide technical assistance to users in identifying and diagnosing advanced issues and problems as they relate to computing capabilities and determine resolution.

They will be responsible for logging and tracking customer issues within the current IT Service Management platform. Provide all pertinent information concerning the status of the issue including initial description details as well as all notes and resolution details and collaborate with technical support groups to ensure issues are escalated in a timely manner and provides feedback and updates to the customer via ticket notes and emails as needed.

• Providing technical support to users, including diagnosing and resolving advanced hardware, software, and operating system issues.
• Performing detailed troubleshooting to identify core problems and determine effective resolutions.
• Logging, tracking, and managing customer requests within the organization’s IT Service Management platform.
• Documenting all pertinent information for each ticket, including initial problem descriptions, investigative notes, and final resolution details.
• Advising users on appropriate actions, best practices, and available resources to prevent recurring issues.

• Two years of experience as an IT Customer Support Analyst, or three years of experience in IT customer service, computing systems support, or production support.
• Strong knowledge of Windows, and mobile operating systems.
• Proficiency with desktop hardware, peripheral devices, and common enterprise applications.
• Experience with an IT Service Management (ITSM) platform.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Active Directory, user account administration, and identity management processes.
• Ability to interpret logs, error messages, and diagnostic reports to support root-cause analysis.
• Excellent verbal and written communication skills, with the ability to translate technical concepts to non-technical users.
• Strong customer service mindset, patience, and professionalism in high-volume or high-stress environments.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet established service-level targets.
• Aptitude for continuous learning and adapting to evolving technology and support practices.

EDUCATION: High school graduate.

EXPERIENCE, TRAINING, OR

SKILLS:

Two years of experience as an IT Customer Support Analyst or three years of experience in IT customer service, computing systems support, or production support.

Substitute EDUCATION for

EXPERIENCE:

Additional education in computer science, business or public administration, or a related…