Customer Support Analyst - Robert Half

This role also includes troubleshooting and resolving technical issues, maintaining databases, and contributing to team projects.

Responsibilities:

• Provide software and hardware support for workstation and networking devices.
• Offer technical advice and guidance to customers, fostering a supportive environment.
• Troubleshoot and restore technical service and equipment, utilizing established processes and procedures.
• Maintain a knowledge database and call tracking system to enhance the quality of problem resolutions.
• Collaborate with the team, sharing information and assisting with calls.
• Handle service desk tickets, ensuring they are assigned to the appropriate technician or group for resolution.
• Execute advanced troubleshooting to determine the cause of problems.
• Install, configure, and provide user support for personal computers and peripheral equipment.
• Assist staff on issues outside their areas of responsibility when needed.
• Deliver hardware and software technical training and detail oriented development for other technicians.
• Participate in and coordinate projects like Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
• Support software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off-the-shelf, and Department developed applications.
• Engage in statewide teams, both internal and external to the Office of Information Technology (OIT).
• Generate and maintain detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• Coordinate service calls and repairs for warranty and non-warranty items.
• Maintain records on all calls and keep accurate records relating to service calls for maintenance or warranty repairs.
• Install, maintain, and support specialized software applications as assigned.
• Demonstrated experience in Customer Service
• Proven ability to deliver Training on procedures and technical support
• Solid understanding of Procedures, particularly in a technical support context
• Experience in providing Technical Support to customers
• Strong Research skills to ensure Quality of service
• Familiarity with Database management and the software 'About Time'
• Ability to Troubleshoot issues in Microsoft Windows and other operating systems
• Demonstrated ability to work in a TeamWork environment
• Knowledge of system Upgrades and their implementation
• Proficiency in Microsoft Office Suites for administrative tasks
• Prior experience in a Customer Support role
• Proven ability to Resolve Issues promptly and efficiently
• Understanding of various Operating Systems
• Strong Computer Skills, including familiarity with Computer Hardware and Peripheral Equipment
• Good Decision-Making skills to handle customer queries and complaints
• Commitment to detail oriented Development in customer support and technical fields
• Experience with hardware Replacement procedures and Service Desk operations
• Understanding of Service Level Agreements and their importance in a support role
• Experience handling Service Calls in a detail oriented and efficient manner