Information Technology Customer Support Analyst

The Information Technology Customer Support Analyst will support customers, resolve inquiries and issues, and ensure a positive customer experience.

As an employee in the organization, the Information Technology Customer Support Analyst will model the intent of the Maskwacîs Declaration on Education and the core values of Wahkohtowin, Iyiniw Mamotohnehickikan, Nehiyaw Pimatisiwin, and Nehiyawewin.

The Information Technology Customer Support is responsible to the Director of Information Technology.

The Information Technology Customer Support will have specific responsibilities for:

• This is a customer service-centric role.
• Customer Assistance: Provide high-quality support to customers via phone, email, chat, or in-person. Address and resolve inquiries, complaints, and technical issues promptly and professionally.
• Issue Resolution: Troubleshoot and analyze customer problems to identify root causes and implement effective solutions. Escalate complex issues to higher-level support or specialized teams as needed. May support more senior professionals on assignments and project work.
• Ticketing and Case Management: Log and track customer interactions and support requests using a ticketing system. Ensure all cases are handled in accordance with service level agreements (SLAs) and follow-up as necessary.
• Customer Relationship Management: Build and maintain positive relationships with customers, ensuring their needs are met and their expectations are exceeded.
• Desktop Imaging: Use Microsoft Deployment Toolkit (MDT) or Windows Deployment Services (WDS) for automating the deployment of images across multiple systems.
• Desktop Support: Provide technical support for desktop and laptop issues, including hardware malfunctions, software problems, and network connectivity issues.
• Collaboration: Work closely with other IT team members to support larger projects and initiatives, and communicate effectively with end-users and management.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions.
• Update knowledge base articles and create documentation to support recurring issues and common inquiries.
• Feedback Collection: Gather and analyze customer feedback to identify trends, areas for improvement, and potential enhancements to products or services.
• Process Improvement: Collaborate with other team members and departments to identify opportunities for process improvements and contribute to the development of better support practices.

Knowledge and Skills

• Customer Service: Demonstrated commitment to providing high-quality customer service and support.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Technical Skills: Proficiency with Windows and ChromeOS operating systems, Microsoft Office Suite, Chromebooks, Tablets, Google Workspace, workstation imaging, remote desktop tools, and basic networking concepts.
• Problem-Solving Skills: Strong ability to diagnose and resolve technical issues quickly and effectively.

Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, or a related field or equivalent work experience.
• Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Windows Desktop Support Technician, or similar are preferred.

Working Conditions

• This position may require occasional evening or weekend work to support system upgrades or emergency issues.
• Travel: This position requires occasional travel to various MESC schools to assist students, teachers, and office staff.

Job Type: Full-time

Pay: $58,725.00-$65,070.00 per year

Experience:

• Operating systems: 1 year (required)
• Desktop support: 1 year (required)
• Windows: 1 year (required)
• Microsoft Office: 1 year (required)

Work Location: In person

Application deadline: 2024-09-17