Customer Support Specialist II
Recruitment #24-0172-001
| Date Opened | 8/7/2024 09:00:00 AM |
|---|---|
| Close Date | 9/2/2024 11:59:00 PM |
| Salary | $54,288.00 - $71,822.40 |
| Department | Information Technology |
| Job Type | Noncompetitive |
Responsibilities
The Customer Support Specialist II will lead in a Help Desk role, serving as a primary contact for both internal and external customer support related to technology, data communications, and telecommunications. Responsibilities include monitoring systems, running reports, performing system backups, and managing customer inquiries and support tasks such as troubleshooting, account management, and password resets. The role involves maintaining accurate call records and, when necessary, performing additional investigations to resolve more complex issues and will serve as the escalation point for the Customer Support Specialist I. The Customer Support Specialist II position may require working shifts, weekends, and holidays to ensure continuous support.
Responsibilities include, but are not limited to:
- Monitor intake systems for calls or messages; proactively review incoming tickets.
- Proactively monitor and prioritize incoming support tickets based on urgency and impact on business operations.
- Make decisions to work or reassign tickets to appropriate teams to ensure timely resolution according to service level agreements (SLAs) .
- Run reports and jobs, performing tasks listed on operations run sheets.
- Troubleshooting user issues, gathering information, analyzing reported issues, and if possible, resolving the issues, or escalating the incidents to the correct resource.
- Log and track calls and incidents according to IT standards using the work order tracking system and maintains accurate records and documentation of the reported issues and steps taken to remedy them.
- Works with customers to collect accurate and adequate information regarding reported problems and directs customers through diagnostic procedures to determine possible source(s) of the problem(s).
- Based on customer information, makes an initial determination as to whether issue is a result of hardware, software, or customer problems.
- Confirm documentation of key data into the work order system to ensure that escalated incidents have as much relevant information as possible to facilitate problem resolution and to follow up with the customer to ensure their satisfaction.
Minimum Qualifications
Bachelor’s degree AND 3 years of experience in computer operations or in providing technical computer support.
OR
High School Diploma (or G.E.D.) AND 5 years of experience in computer operations or in providing technical computer support.
License Requirements
Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.
Notes
Applications must specifically address each of the minimum qualifications, directly showing how each is met.
An Equal Employment Opportunity Employer
M/F/H
Background Check
A background investigation and evidence of Employment Authorization and Identity is required prior to employment. All candidates must pass any level of background investigation applicable to the position, including current city employees seeking transfer, promotion, demotion, etc. into a classified position.
Medical Examination & Drug and Nicotine Testing
Final appointment is contingent upon the applicant passing a job-related medical examination including drug screen. Applicants offered employment with the City will be required to pass a nicotine screening. Newly hired employees must remain tobacco and nicotine free as a condition of continued employment. The Tobacco and Nicotine Free Hiring Policy does not apply to current City employees.