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Customer Support Analyst - INFORMATION TECHNOLOGY

Sedgwick County
Wichita, KS Full Time
POSTED ON 2/20/2025
AVAILABLE BEFORE 5/20/2025

Department :    INFORMATION TECHNOLOGY

Pay :     $22.62 per hour

Work Schedule : Monday-Friday 8 : 00-5 : 00, Hybrid, remote days TBD

Sedgwick County offers a comprehensive benefits package for full-time employees that includes health coverages, paid leave, regular compensation reviews, retirement plans, and professional development opportunities.  For more detailed information, please visit our benefits page at SCBenefits .

Provides telephone and in-person technical support for hardware and software issues for Sedgwick County and District Court staff. Provides a positive support experience; identifies, prioritizes, and communicates issue resolution. Performs follow-up assessment of previously resolved issues. Delivers support to both technical and non-technical County users by communicating on matters such as product use and configuration. Answers questions, provides training, and resolves specific problems.

Desktop Support, Customer Support

  • Provides in-person, telephone, or remote technical support for hardware and software issues.
  • Answers, evaluates, and prioritizes incoming telephone calls and emails.
  • Analyze problems to determine if they are within the client application, desktop software, or workstation hardware.
  • Client Call Backs – Provide follow up communication with customer after problem is resolved.
  • Stay trained in Sedgwick County software / hardware technologies and procedures.

Ticket Tracking

  • Maintain ticketing system to properly track the status of all service calls. Communicate effectively with customers on status of service calls to ensure excellent customer service.
  • Accurately track time spent on ticket resolution.
  • Ensure acknowledgement of ticket assigned is in a timely fashion.
  • Resolve tickets assigned in a timely fashion.

    • After hours support, Documentation, and Training

  • Will be on a rotating On-Call schedule. May be called to support other On-Call CSA when not in On-Call status.
  • Learn from, train with, and collaborate with peers to improve Personal Professional Growth.
  • Maintain up to date on education, information technology, and technology trends in keeping with the rapid changes in the IT field.

    • Minimum Qualifications : One year of experience in technical support, customer service, desktop technologies, networking, and / or system administration. Per Sedgwick County Policy, this is a driving level position that requires a valid US driver’s license without restrictions and current proof of automobile insurance.

    Preferred Qualifications : CompTIA A

    Applicants have rights under Federal Employment Laws. Please find more information under the following link.   Apply for a Job | Sedgwick County, Kansas

    Salary : $23

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