Client Support Technician

Client Support Technician

Job Location: The office for this position is located at the Harry S Truman State Office Building, 301 W High Street, Jefferson City, MO. 65101.

Why you'll love this position: If you like to tackle new challenges this may be the role for you! This is a Client Support Technician position that primarily supports the Office of Administration and the Department of Economic Development, however you may provide support for any of our consolidated agencies. This position is accountable for providing technical support for issues escalated from our call center. Issues may vary from simple to more complex, but incumbents at this level handle issues of moderate complexity. The primary focus is to understand the issues to be resolved and to solve disruptions/problems within the defined scope of Client Engagement Services (CES) standards and protocols. Escalates calls/tickets to a higher level of support within given time guidelines. This position will be housed in the Truman Building and travel will be required to other State offices supported in the area.

Authorization to work in the United States is a prerequisite of employment. The Office of Administration, Information Technology Services Division (ITSD) will not sponsor applicants for work visas.

The salary indicated represents a base pay rate. If the individual selected or the position is eligible for a pay differential (e.g., shift, security, or years of service), it will be added to the total compensation in your paycheck. A pay differential does not raise your base pay. This position is with the Office of Administration, Information Technology Services Division (OA-ITSD) supporting Client Engagement Service (CES). ITSD Core Values - We Innovate and Partner with Passion, Respect, and Integrity United as #OneTeam.

Responsibilities

This position with OA/ITSD is responsible for providing professional and technical support to clients. Essential duties include:

• Hardware support
• Software/application support
• Hardware deployment
• Inventory
• Help desk tickets (including prioritizing requests and handling urgent requests in a timely manner)
• Working with other ITSD functional teams
• Must be able to effectively communicate with customers, peers, vendors and management by phone, email and in person

Qualifications

All you need for success:

• Knowledge of supported operating systems
• Ability to understand clients needs and technical requirements and implement solutions
• Ability to identify and resolve various software issues
• Ability to respond to changing schedules and priorities
• Ability to collaborate with co-workers and other professionals
• Exceptional customer service skills and documentation skills
• Knowledge/experience in the desktop support area
• Experience with Microsoft Operating Systems and Applications, Active Directory, remote software tools, hardware support, VPN and Bitlocker
• Ability to work well independently and as part of the team
• Adequate typing skills
• Ability to lift computer and printer equipment up to 50lbs
• Ability to safely use ladders up to 12 feet in height. This includes proper set up, stability maintenance and adherence to safety protocols
• Ability to travel, operate a motor vehicle and maintain a valid driver's license
• Typical qualifications: Associates degree and 0-3 years of information technology support experience. (Substitutions may be allowed.) Successful background check results are required for employment in this position. This may include background checks involving a candidates name and/or fingerprints and other screenings as needed for the specific position. Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.