Computer Support Specialists

Job Description :

Pay Range: $22hr - $26hr

• The Computer Support Specialist provides first-level technical and functional support for help desk operations, assisting users with system access, navigation, and issue resolution.
• This role serves as a primary point of contact for incoming calls and emails, ensuring accurate documentation, timely resolution, and escalation of issues as needed while maintaining a high level of customer service.

• Provide first-level support for Help Desk and security-related incidents.
• Answer incoming calls and emails related to system support requests.
• Accurately document all issues and requests during the initial interaction.
• Analyze user issues and leverage system knowledge and knowledge base resources to determine resolutions.
• Establish and maintain working knowledge of system navigation, procedures, and processing requirements.
• Support users with system access, navigation, reporting, and general usage.
• Route issues and requests to second-level support when required.
• Coordinate schedules with the Help Desk Supervisor to ensure coverage during business hours.
• Learn and utilize Help Desk tools and software to assist users effectively.
• Participate in required training sessions, work groups, and agency meetings.

• Strong knowledge of MS Windows, MS Outlook, and MS Office, particularly MS Excel and MS Word.
• Familiarity with ticketing or case management systems such as Service Now.
• Knowledge of basic accounting principles.
• Ability to write clear, non-technical correspondence.
• Strong verbal and written communication skills.
• Ability to multitask and effectively set priorities.
• Strong interpersonal skills and ability to work well with others.
• Reliable, trustworthy, and detail-oriented.
• Knowledge of MS SharePoint is desirable.
• Ability to run SQL scripts or queries is a plus.

• High school diploma required.
• Some college education preferred.
• Computer science or related degree preferred.