Customer Support Analyst

• Documents the work conducted and the corresponding resolutions.
• Identifies, analyzes, and resolves issues using troubleshooting tools, techniques, and collaboration with team members.
• Delivers exceptional customer service by keeping the customer informed about the status and details of their requests.
• Assigns service desk tickets to the relevant technician or group to ensure appropriate resolution and adherence to all Service Level Agreements in a timely manner.
• Carries out advanced troubleshooting to ascertain the root causes of problems.
• Installs, configures, and supports users with personal computers and peripheral devices, including software installation and upgrades, patches, and advanced technical assistance within designated timeframes.
• Collaborates with staff on issues beyond their designated responsibilities as necessary.
• Provides hardware and software technical training and professional development for other technicians as required or assigned.
• Assists with troubleshooting and support for networked devices in coordination with other technicians as necessary or assigned.
• Oversees, coordinates, or participates in projects such as the Personal Computer Replacement Project, Memory Upgrade Project, and Operating System Upgrade Project.
• Offers support for software applications, including Microsoft Operating Systems, Microsoft Office Suite, various off-the-shelf, and department-developed applications as needed or assigned.
• Engages in statewide teams, both within and external to the Office of Information Technology (OIT).
• Provides relevant information to aid the team's decision-making process and to help achieve the team's objectives.
• Exchanges information and solicits feedback from other OIT staff as appropriate.
• Creates and maintains comprehensive technical documentation, including software installation procedures and troubleshooting protocols.
• Coordinates service calls and repairs for both warranty and non-warranty items.
• Keeps accurate records of all service calls and maintenance or warranty repairs.
• Installs, maintains, and supports specialized software applications as assigned.
• Conducts, assesses, and promotes research and testing of assigned special applications encompassing both hardware and software.
• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
• Assists with the reservation, setup, and troubleshooting of AV and VC equipment.
• Functions effectively as a member of multiple teams.

• Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/ troubleshooting skills.
• Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
• Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
• Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
• Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
• Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
• Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
• Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others
• Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
• Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.
• Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.
• Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.

Benefits

**Join Maverc. Be Valued.**

Maverc is committed to evolving into a more inclusive and equitable organization, upholding the principles of equal employment opportunity and affirmative action.

Maverc is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on gender, gender identity or expression, sexual orientation, race, age, religion, physical or mental disability, veteran status, or other protected characteristics under federal, state, and local laws.

The narrative portion of Maverc's affirmative action plans is available for inspection at our offices during normal business hours. Employees and applicants interested in reviewing these plans should contact Human Resources at or hr@maverc.com for assistance.

If you are interested in applying for a position with Maverc and require special assistance or accommodation to apply for a posted position, please contact our Human Resources department at hr@maverc.com or by calling 888-948-1468.

Exceptional People, Outstanding Benefits

Exceptional people are the cornerstone of any successful company. To attract and retain such talent, Maverc provides fulfilling work opportunities that complement a balanced lifestyle. We achieve this by offering exceptional benefits, enabling our employees to live and work well.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development