Government Support Coordinator

Government Peopleware Support Coordinator

Work Environment:

This is a remote/telecommuting position, but to ensure optimal collaboration and compliance with our regional operations, applicants must reside in one of the following states:
Colorado, Illinois, Kansas, or Missouri.

Job Description:

Are you ready for a role that challenges you with new projects every day? Do you thrive on thinking outside the box and solving problems in creative ways? If you love helping people and making a real difference, we want you on our team!

CIC is looking for dynamic, tech-savvy individuals to join our Government Peopleware Support Team. You'll be at the forefront of supporting our Records Management, Budgetary/Fund Accounting, Tax Administration, and Payroll/Personnel systems for cities and counties across multiple states.

As a key player on this team, you'll be delivering top-tier support to our clients, managing requests, troubleshooting issues, and working closely with other CIC teams to escalate and resolve complex challenges. You'll also take charge of coordinating all production incidents and proactively handling system alerts to keep everything running smoothly.

This is your chance to jumpstart your tech career and make a tangible impact! Whether you're a problem solver or a tech enthusiast, this role offers the perfect platform to grow and shine.

Please note to be considered for this position, you must take a Culture Index survey online at

Core Responsibilities:

* Learn CIC's products and act as a Support Resource for CIC's Customer Help Desk system.

* Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.

* Install, and update software applications, and hardware peripherals.

* Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, ensuring timely and accurate handoff.

* Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.

* Resolve an average of 8 - 12 Support Calls per day with an average response time of 40 minutes or less and an average resolution time of 40 minutes or less.

* Ensure that customer support calls are handled in a timely manner and do not lie stagnant for more than 72 business hours.

* Ensure that less than 15% of total calls are escalated to external resources.

* Handle / resolve after hours support calls as necessary.

Required Skills:

* Degree in Accounting, Business, or Equivalent Experience

* Knowledge of Servers or PC networking

* Candidate must have experience in Microsoft Office environment and tools (Word, Excel, PowerPoint, and Outlook).

* Proven experience in a customer-facing technical or software support role or relevant experience.

* Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving.

* Ability to work independently and collaboratively in a fast-paced environment.

* A strong commitment to maintaining confidentiality and data security.

Bonus

Skills and Experience:

* Experience in working with City or County Offices / Administrations

CIC Team Member

Benefits & Compensation:

* Competitive