Software Support Specialist

Position Title :

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

Government Peopleware Support Specialists

Location :

Remote / Telecommuting position in Colorado, Illinois, Kansas, or Missouri

Job Summary :

Are you ready for a role that challenges you with new projects every day? Do you thrive on thinking outside the box and solving problems in creative ways? If you love helping people and making a real difference, we want you on our team!

CIC is looking for dynamic, tech-savvy individuals to join our Government Peopleware Support Team. You'll be at the forefront of supporting our Records Management, Budgetary / Fund Accounting, Tax Administration, and Payroll / Personnel systems for cities and counties across multiple states.

As a key player on this team, you'll be delivering top-tier support to our clients, managing requests, troubleshooting issues, and working closely with other CIC teams to escalate and resolve complex challenges. You'll also take charge of coordinating all production incidents and proactively handling system alerts to keep everything running smoothly.

This is your chance to jumpstart your tech career and make a tangible impact! Whether you're a problem solver or a tech enthusiast, this role offers the perfect platform to grow and shine.

Core Responsibilities :

• Learn CIC's products and act as a Support Resource for CIC's Customer Help Desk system.
• Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.
• Install and update software applications and hardware peripherals.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, ensuring timely and accurate handoff.
• Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.
• Resolve an average of 10 – 15 Support Calls per day with an average response time of 35 minutes or less and an average resolution time of 35 minutes or less.
• Ensure that customer support calls are handled in a timely manner and do not lie stagnant for more than 72 business hours.
• Ensure that less than 10% of total calls are escalated to external resources.
• Handle / resolve after hours support calls as necessary.

Required Skills :

Bonus Skills and Experience :

Experience in working with City or County Offices / Administrations

CIC Team Member Benefits & Compensation :

J-18808-Ljbffr

Salary : $59,000 - $70,500