Customer Support Technician B. Intermediate

Ellington Solutions is seeking out qualified candidates that will:

• Provide software and hardware support for workstation and networking devices.
• Offer technical advice, guidance, and informal training to customers on hardware and software programs.
• Troubleshoot and resolve technical service issues, performing root cause analysis and developing checklists for typical problems.
• Recommend procedures and controls to prevent recurring issues.
• Maintain knowledge and call tracking databases to enhance problem resolution quality.
• Monitor Service Desk queue, resolve support tickets, and assign tickets to appropriate technicians or groups, ensuring timely resolution within Service Level Agreements.
• Document work performed and resolutions; track and analyze issues using troubleshooting tools.
• Install, configure, and provide support for personal computers, peripheral equipment, software, patches, and upgrades.
• Provide advanced troubleshooting for technical problems and oversee specialized software and networked device support.
• Coordinate and participate in projects such as hardware replacements, memory upgrades, and operating system updates.
• Deliver technical training and mentorship for other technicians.
• Collaborate within and across teams to support various technical and functional needs.
• Support software applications, including Microsoft Operating Systems, Office Suite, and department-developed programs.
• Generate and maintain detailed technical documentation, such as installation guidelines and troubleshooting processes.
• Assist with Audio Visual (AV) and Video Conference (VC) support, including setup and troubleshooting.
• Participate in statewide teams and facilitate team decision-making processes by sharing information and feedback.

The qualified candidate will have:

• U.S. Citizenship (Required)

• 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/ troubleshooting skills.
• Bachelor’s degree in computer science, Information Systems, or another related field. Or equivalent work experience.