Job Description
Introduction to arenaflex
arenaflex is a progressive business regulatory state agency dedicated to protecting and serving consumers and workers while supporting a positive business climate. Our mission is built on the principles of diversity, collaborative teamwork, and delivering high-quality customer service. As a leader in our field, we are committed to attracting, retaining, and developing the most qualified candidates to join our team. If you are an information technology professional who enjoys solving problems, providing quality user support, and working with both technology and people, we encourage you to consider this exciting opportunity.
About the Role
We are seeking an experienced Customer Support Specialist to join our Information Technology and Research (IT&R) Section. As a key member of our IT Service Desk team, you will provide technical support to resolve IT-related issues for internal customers, ensuring timely, quality support, and assistance for business applications used by the agency. Your expertise will be crucial in analyzing, prioritizing, troubleshooting, tracking, and documenting application issues and service requests, as well as maintaining and following support processes to ensure quality and consistency throughout the life of support requests.
Key Responsibilities
- Provide first-call resolution for password resets and management of user accounts, security tokens, and login sessions.
- Record, update, and resolve requests and incidents in our ticket-tracking tool.
- Triage proactive/reactive alerts and escalate accordingly.
- Escalate and track system and network issues when necessary.
- Provide agency-wide email communications for scheduled maintenance and incidents.
- Process user access request tickets.
- Perform laptop builds.
- Troubleshoot and resolve technical issues related to software products, devices, and system performance.
- Participate in creating and maintaining content for our Service Desk knowledge base.
Qualifications and Skills
To be successful in this role, you will need to meet the minimum qualifications for an Information Systems Specialist 4, which include:
- Three (3) years of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards; OR
- An associate degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field; AND one (1) year of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards.
In addition to these minimum qualifications, we are looking for candidates with:
- Knowledge of customer service principles and advanced user-level knowledge and troubleshooting of Windows operating systems and Microsoft O365/2016 (or higher).
- General knowledge of business computing systems, including servers, networks, relational database systems, web services, and enterprise software.
- Basic principles of IT security and basic understanding of IT operations.
- Familiarity with network operations and continuous improvement.
- Technical skills and abilities, including extensive experience providing end-user technical support within a service desk team for a Microsoft Windows environment.
- Experience utilizing a ticket-tracking tool and a multi-line phone system.
- Ability to work in a busy environment with frequent interruptions and strong interpersonal and communication skills.
Career Growth and Learning Opportunities
At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Customer Support Specialist, you will have access to:
- Regular training sessions provided by in-house subject matter experts covering topics specific to our IT environment.
- Specialized orientation and onboarding activities for new employees.
- Advancement and learning opportunities that will help grow your career with arenaflex.
- A department that values diversity, workforce development, and creating opportunities for professional development.
Work Environment and Company Culture
arenaflex is a dynamic and innovative organization that values diversity, equity, and inclusion. Our work environment is collaborative, supportive, and fast-paced, with a focus on delivering high-quality customer service. As a member of our team, you will be part of a productive and creative environment where colleagues are passionate about public service. We offer a range of benefits, including:
- 11 paid holidays a year.
- 8 hours of vacation per month, eligible to be used as accrued.
- 8 hours of sick leave per month, eligible to be used as accrued.
- 24 hours of personal business leave per fiscal year, eligible to be used after 6 months of service.
- Pension and retirement programs.
- A competitive benefits package.
- Possible eligibility for the Public Service Loan Forgiveness Program.
Compensation and Perks
The salary range for this position is $5,052 - $7,640 per month. In addition to your salary, you will be eligible for a range of perks, including hybrid remote work on an occasional basis once you have gained the proficiency to perform work independently. Regular, scheduled office hours are required, and our hours of service are Monday through Friday from 7:00 AM to 6:00 PM, with individual shifts varying within that timeframe.
How to Apply
To apply for this exciting opportunity, please submit your application, including a resume and cover letter, by the posted application deadline date. Please ensure that you clearly demonstrate in your application materials that you meet the qualifications listed and follow all instructions carefully. Only complete applications received by the posted application deadline date will be considered. You may be asked to submit a technical exam, a writing sample, or a video interview as part of the application screening process.
Conclusion
If you are a motivated and skilled information technology professional who is passionate about delivering high-quality customer service, we encourage you to apply for this exciting opportunity to join our team at arenaflex. With a range of benefits, career growth opportunities, and a dynamic work environment, this is a chance to take your career to the next level and make a real difference in the lives of others. Apply today and become part of a team that is dedicated to protecting and serving consumers and workers while supporting a positive business climate.
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