The Customer Support Technician I position delivers support to end users to assist in their ability to utilize ITS programs efficiently and effectively in fulfilling business objectives.  This includes troubleshooting applications and software for all customers.  The position resides within the Information Technology Services (ITS) division.

This position is distinguished from the Customer Support Technician II by the emphasis on troubleshooting and providing Tier 1 customer support for Colorado Judicial Branch applications and software to internal and external end users.  Employees in this position report to the Customer Support Supervisor.

Field incoming questions from end users and uses troubleshooting techniques to provide information and solutions.  Retains ownership of call until resolved or ownership is accepted by another member of the team.

 

Identify system issues and communicate all instances where enhancements and issue resolution are required.

 

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

 

Answers inquiries by clarifying desired information; researching, locating, and providing information.

 

Document all pertinent end user identification information, including name, organization, contact information, and nature of problem or issue.  Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

 

Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

 

Identify and learn appropriate software applications used and supported by the organization.  Participate in continuous learning of all software and applications changes and enhancements across the organization in order to be a subject matter expert for end users.

 

Assist in the creation of knowledge bases, frequently asked questions, and customer communications.

 

Provide support for the testing of existing software applications and applications under development or consideration for purchase.

 

Attend meetings and training as required.

 

Performs other duties as assigned.

No formal supervisory responsibility.  Responsibility for one's own work product.  Rarely provides lead function, advice, or explains work instructions to other employees or volunteers.

Graduation from high school or equivalent and three years of experience in customer support.

 

Legal, probation and/or court experience preferred.

 

The Customer Support Technician I should exhibit the following attributes:

 

Highly self-motivated and directed.

Ability to absorb new ideas and concepts quickly.

Good analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Ability to present ideas in business-friendly and user-friendly language.

Very strong customer service orientation.

Experience working in a team-oriented, collaborative environment.

Ability to adjust schedule in order to provide on-call/after hour support (5:00 pm to 12:00 am)

While performing the duties of this job the employee is regularly required to talk and hear.  The employee is frequently required to sit and to reach with hands and arms and perform repetitive motions with wrists, hands, and fingers.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 50 pounds or more.  Specific vision abilities required by this position include close vision, color vision, depth perception, ability to adjust and focus, and the ability to see clearly at 20 feet or more.

The position may, at times, perform the job duties from a location other than the central business location.  During periods of telecommuting, the incumbent will be required to have a quiet office or room which is free from noisy distractions to conduct work.  Additional equipment requirements will apply during such periods.

 

While performing the duties of this job, the employee will be sitting for extended periods of time.  Requires dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.  Frequently handles fluctuations in work volume and may be subject to varying and unpredictable situations and work hours.  The employee is subject to frequent interruptions, multiple calls and inquiries, upset or demanding customers and may occasionally handle absentee replacement and on-call duty on short notice.  The noise level in the work environment is usually moderate.  Occasional travel between training locations required.