What are the responsibilities and job description for the Customer Support Technician B. Intermediate position at Ellington Solutions?
Ellington Solutions is seeking out qualified candidates that will:
- Provide software and hardware support for workstation and networking devices.
- Offer technical advice, guidance, and informal training to customers on hardware and software programs.
- Troubleshoot and resolve technical service issues, performing root cause analysis and developing checklists for typical problems.
- Recommend procedures and controls to prevent recurring issues.
- Maintain knowledge and call tracking databases to enhance problem resolution quality.
- Monitor Service Desk queue, resolve support tickets, and assign tickets to appropriate technicians or groups, ensuring timely resolution within Service Level Agreements.
- Document work performed and resolutions; track and analyze issues using troubleshooting tools.
- Install, configure, and provide support for personal computers, peripheral equipment, software, patches, and upgrades.
- Provide advanced troubleshooting for technical problems and oversee specialized software and networked device support.
- Coordinate and participate in projects such as hardware replacements, memory upgrades, and operating system updates.
- Deliver technical training and mentorship for other technicians.
- Collaborate within and across teams to support various technical and functional needs.
- Support software applications, including Microsoft Operating Systems, Office Suite, and department-developed programs.
- Generate and maintain detailed technical documentation, such as installation guidelines and troubleshooting processes.
- Assist with Audio Visual (AV) and Video Conference (VC) support, including setup and troubleshooting.
- Participate in statewide teams and facilitate team decision-making processes by sharing information and feedback.
Requirements
The qualified candidate will have:
- U.S. Citizenship (Required)
- 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 another related field. Or equivalent work experience.
