Customer Support Technician

Responsible for software and hardware support of workstation and networking devices. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Primary Job Duties/ Tasks:

1.    Monitors Service Desk queue and resolves support tickets as assigned.

2.    Documents work performed and resolution(s).

3.    Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.

4.    Provides high level of customer service by providing status and information to the customer.

5.    Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.

6.    Performs advanced troubleshooting to determine cause of problem.

7.    Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.

8.    Works  with staff on issues outside their areas of responsibility as needed.

9.    Provides hardware and software technical training and professional development for other Technicians as needed or assigned.

10.  Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.

11.  Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.

12.  Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.

13.  Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).

14.  Provide facts to facilitate the team's decision-making process and to achieve the team's goals.

15.  Shares information and receives feedback from other OIT staff as appropriate.

16.  Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.

17.  Coordinates service calls and repairs for warranty and non-warranty items.

18.  Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.

19.  Installs, maintains, and supports specialized software applications as assigned.

20.  Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.

21.  Provides Audio Visual (AV) and Video Conference (VC) support as assigned.

22.  Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Works in multiple teams as a team member

• 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.

Education:

• Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

**Join Maverc. Be Valued.**

At Maverc, we are an inclusive community where diversity in all its forms is embraced, respected, and recognized as a true asset to the company. We are dedicated to fostering this inclusive environment, though we acknowledge that there is always room for improvement. Maverc is committed to evolving into a more inclusive and equitable organization, upholding the principles of equal employment opportunity and affirmative action.

Maverc is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on gender, gender identity or expression, sexual orientation, race, age, religion, physical or mental disability, veteran status, or other protected characteristics under federal, state, and local laws.

As a federal contractor, Maverc has implemented affirmative action programs to ensure non-discrimination and promote affirmative action in our policies and practices for qualified women, minorities, protected veterans, and individuals with disabilities. The narrative portion of Maverc's affirmative action plans is available for inspection at our offices during normal business hours. Employees and applicants interested in reviewing these plans should contact Human Resources at or hr@maverc.com for assistance.

If you are interested in applying for a position with Maverc and require special assistance or accommodation to apply for a posted position, please contact our Human Resources department at hr@maverc.com or by calling 888-948-1468.

Exceptional People, Outstanding Benefits

Exceptional people are the cornerstone of any successful company. To attract and retain such talent, Maverc provides fulfilling work opportunities that complement a balanced lifestyle. We achieve this by offering exceptional benefits, enabling our employees to live and work well.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development