ITS Customer Support Analyst/Sr. Customer Support Analyst

Date: Apr 8, 2019

Location: Everett, WA, US


Apply now »
Apply now

Apply for Job

Job ID  10042  Department  ITS End User Support (10000032) 
Union Classification  Non Union  Type  Full Time - Hourly  
# of Openings  Job Location  Everett, Washington (US-WA) 
Closing Date  04/22/2019   Salary/Wage  $52,047.00 - $80,153.00 annually 

 

Job Definition

Assists end users to identify business needs that could be improved through the use of computer technology.  Helps, recommends, coordinates and implements appropriate computer solutions.  Assists in providing guidance and technical support to end users in systems processes and hardware and software by delivering ongoing product assistance.  Assists in the development and delivery of computer training.

This position is for end user support through a ticketing system, email, skype, walkup and the telephone.

Distinguishing Characteristics

N/A

Essential Job Functions

Assists in the analysis of desktop computing requirements and recommends, coordinates and implements appropriate computer solutions.

 

Resolves desktop system problems of low to moderate complexity.

 

Follows security & quality assurance standards and best practices.

 

Troubleshoots and maintains documentation for all steps, activities and communication with customers.

 

Serves as the technical lead and consultant for small projects as assigned.

 

Follows policies, procedures, standards, and methodologies within Information Technology Services and District.

 

Recommends appropriate Information Services – supported technology and applications software for end users.

 

Maintains current knowledge of computer technologies pertaining to end user computing.

 

Participates in evaluation and testing of new software and hardware.

Specialized Job Functions

N/A

Other Job Functions

Maintains current knowledge of computer technologies pertaining to end user computing.

 

Performs other duties as assigned.

Minimum Qualifications

Knowledge of:

• Basic business modeling concepts.

• Intermediate computer networking and desktop operation functions.

• Problem identification and analysis techniques.

• Computer applications including intermediate word processing, spreadsheets and data bases.

• Basic instructional design principles, theories and practices.

• Basic peripheral desktop equipment support.

• Basic scripting/programming associated with desktop applications.

• Business writing skills

• Customer service practices and principles.

• Business concepts/theories/ practices.

Ability to:

• Communicate and work effectively with all levels of the organization, co-workers, customers and external vendors.

• Perform root cause analysis.

• Think logically, be organized and attend to details.

• Perform a variety of tasks and assignments simultaneously; and meet deadlines.

• Problem solve.

• Interpret technical information and explain in understandable terms.

• Learn new types of computer technology quickly and thoroughly.

• Follow policies, procedures standards, and methodologies.

• Use independent and discretionary judgment.

• Handle confidential information appropriately.

• Mentor the Customer Support Technicians.

• Learn, interpret and apply District policies and procedures

Experience/Education

ITS Customer Support Analyst

  • Bachelors Degree in Computer Science or related field.  OR
  • Associate of Arts degree with a concentration in Computer Science or related field and two (2) years of end user computing or other related computer work experience.

 

Sr. ITS Customer Support Analyst

  • Bachelors Degree in Computer Science or related field, and
  • Two (2) years of progressively more responsible experience in an end user computing environment.  OR
  • Associates Degree in Computer Science or related field, and
  • Four (4) years of progressively more responsible experience in an end user computing environment.

 

License/Certification

• Valid Washington State Driver License

Preferred Qualifications

N/A

Working Conditions

• Duties are performed in an office environment.

• Incumbent performs repetitive movements from use of computer, mouse, keyboard and telephone.

• Travel to District offices, training, and meetings is required.

• May be required to be on-call 24/7.

• Must be able to lift computer components weighing up to 50 pounds.

• Must be able to work in small spaces to install and troubleshoot computers.

 

 

We are an Equal Opportunity Employer of Minorities, Women, Disabled and Veterans.


Nearest Major Market: Seattle
Nearest Secondary Market: Everett

Job Segment: Help Desk, Information Technology, Computer Science, QA, Technology, Customer Service, Quality

Apply now »
Apply now

Apply for Job

Find similar jobs: