Customer Support Analyst

Ellington Solutions is seeking qualified candidates that will:

• Monitor the Service Desk queue and addresses assigned support tickets.
• Document the work conducted and the corresponding resolutions.
• Identify, analyze, and resolve issues using troubleshooting tools, techniques, and collaboration with team members.
• Deliver exceptional customer service by keeping the customer informed about the status and details of their requests.
• Assign service desk tickets to the relevant technician or group to ensure appropriate resolution and adherence to all Service Level Agreements in a timely manner.
• Carry out advanced troubleshooting to ascertain the root causes of problems.
• Install, configure, and support users with personal computers and peripheral devices, including software installation and upgrades, patches, and advanced technical assistance within designated timeframes.
• Collaborate with staff on issues beyond their designated responsibilities as necessary.
• Provide hardware and software technical training and professional development for other technicians as required or assigned.
• Assist with troubleshooting and support for networked devices in coordination with other technicians as necessary or assigned.
• Oversee, coordinate, or participate in projects such as the Personal Computer Replacement Project, Memory Upgrade Project, and Operating System Upgrade Project.
• Offer support for software applications, including Microsoft Operating Systems, Microsoft Office Suite, various off-the-shelf, and department-developed applications as needed or assigned.
• Engage in statewide teams, both within and external to the Office of Information Technology (OIT).
• Provide relevant information to aid the team's decision-making process and to help achieve the team's objectives.
• Exchange information and solicits feedback from other OIT staff as appropriate.
• Create and maintain comprehensive technical documentation, including software installation procedures and troubleshooting protocols.
• Coordinate service calls and repairs for both warranty and non-warranty items.
• Keep accurate records of all service calls and maintenance or warranty repairs.
• Install, maintain, and support specialized software applications as assigned.
• Conduct, assesse, and promote research and testing of assigned special applications encompassing both hardware and software.
• Provide Audio Visual (AV) and Video Conference (VC) support as assigned.
• Assist with the reservation, setup, and troubleshooting of AV and VC equipment.
• Function effectively as a member of multiple teams.

Requirements

The qualified candidate 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.
• Comprehension of assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
• Ability to 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.
• Ability to 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.
• Ability to make sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
• Be 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.
• Be Friendly, courtesy, understanding, and politeness to others
• Ability to motivate, encourage, and challenge others. Can adapt leadership styles in a variety of situations.
• Ability to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.
• Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.