Senior Customer Support Analyst - COMCARE

Department : COMCARE

Pay : $24.43 per hour.

Work Schedule : Monday - Friday, 7 : 30am-4 : 30pm, 8 : 00am - 5 : 00pm, or 8 : 30am - 5 : 30pm

Provides hardware and software technical support to all COMCARE and Aging staff via telephone, email, chat, or in-person.

Ensures a timely resolution and a positive support experience by identifying, prioritizing and communicating 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. Liaise with the EMR Systems Analyst on COMCARE’s electronic medical record system.

Desktop Support, Customer Support

• Build and configure desktop and laptop systems according to county standards and user requirements. Install and setup desktops, printers, scanners, and other peripheral devices between offices and off-site locations.
• Provides in-person, telephone, or remote technical support for hardware and software issues.
• Install, troubleshoot, and provide support for ParaPlan and Foxit software for Aging.
• Act as a point of escalation for complex technical issues that County ITS (helpdesk) staff cannot resolve.
• Answers, evaluates and prioritizes incoming telephone calls.
• Answer, evaluate, and prioritize incoming emails.
• Analyzes 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.
• Stays trained on Sedgwick County software / hardware technologies and procedures.

Mentoring, Ticket Tracking, Documentation, and Training

• Develops, writes, and implements training material for COMCARE and Aging.
• Mentors and identifies training needs for COMCARE and Aging staff.
• Stays current with advancements in education, information technology, and tech trends to align with the dynamic shifts in the IT landscape.

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.

Project Management, Consulting

• Performs as a backup to the Customer Support Coordinator in their absence, and on project and resources allocation when directed.
• Schedules and attends meetings with clients and Information Services project leaders. May act as project management lead on enterprise or multi department projects related to desktop technologies.
• Communicates with vendors on technical and hardware ordering and support.

Minimum Qualification : High School diploma or equivalent. Two years’ experience in a hardware / software technical support role.

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.

Must have access to personal passenger vehicle to complete the driving duties of the position. Meet the specifications as outlined in the CMHC / CCBHC licensing standards and pass KBI, DCF child abuse check, adult abuse registry, and motor vehicle screens.

Must complete orientations provided by Sedgwick County and COMCARE.

Preferred Qualifications : Two years of related work experience in a healthcare setting. Associate degree in computer technology / science or a related field.

CompTIA A+, CompTIA N+, MS 365 Fundamentals.

It is the policy of Sedgwick County not to discriminate in its programs or services provided to the general public, including employment and all other activities, on the basis of race, color, religion, national origin, citizenship, sex, age, disability, veteran status or any other similarly protected status.

Sedgwick County is committed to making the application, interview, and pre-employment testing process accessible to persons with disabilities.

If you wish to volunteer information regarding any special assistance you may need, please notify Human Resources by phone at (316) 660-7050, TDD (Kansas Relay at 711 or 800-766-3777).

Do not use this phone number for employment questions. This number is provided only for those requiring ADA assistance. You will be contacted should the department feel that you are a qualified candidate.