Customer Support Analyst - Information Technology

at Sedgwick County in Wichita, Kansas, United States

Job Description

Provides telephone and in-person technical support for hardware and software issues for Sedgwick County and District Court staff. Provides a positive support experience; identifies, prioritizes, and communicates issue resolution. Performs follow-up assessment of previously resolved issues. Delivers support to both technical and non-technical County users by communicating on matters such as product use and configuration. Answers questions, provides training, and resolves specific problems.

Desktop Support, Customer Support

• Provides in-person, telephone, or remote technical support for hardware and software issues.
• Answers, evaluates, and prioritizes incoming telephone calls and emails.
• Analyze problems to determine if they are within the client application, desktop software, or workstation hardware.
• Client Call Backs – Provide follow up communication with customer after problem is resolved.
• Stay trained in Sedgwick County software/hardware technologies and procedures.

Ticket Tracking

• Maintain ticketing system to properly track the status of all service calls. Communicate effectively with customers on status of service calls to ensure excellent customer service.
• Accurately track time spent on ticket resolution.
• Ensure acknowledgement of ticket assigned is in a timely fashion.
• Resolve tickets assigned in a timely fashion.

After hours support, Documentation, and Training

• Will be on a rotating On-Call schedule. May be called to support other On-Call CSA when not in On-Call status.
• Learn from, train with, and collaborate with peers to improve Personal Professional Growth.
• Maintain up to date on education, information technology, and technology trends in keeping with the rapid changes in the IT field.

Applicants have rights under Federal Employment Laws. Please find more information under the following link.  Apply for a Job | Sedgwick County, Kansas