Colorado Mountain College

Glenwood Springs , CO
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Customer Support Analyst II

Colorado Mountain College
Glenwood Springs, CO Full-time
Posted on April 12, 2019

Customer Support Analyst II

Colorado Mountain College Central Services Glenwood Springs

Under the supervision of the Director of Customer Support Services, the Customer Support Analyst II (CSA II) is a primary contact for students, faculty and staff with technology help needs through the centralized service desk.

The CSA II will perform primarily technical problem identification, analysis, and resolution, and serves as the communications link between the CMC technical staff and end users for complex, escalated problem resolution.  This entails knowledge of hardware and software concepts; problem documentation and tracking, customer connectivity interfaces; proactive customer notification; and knowledge of interactive self-help administrative applications.  The CSA II will work with the end user to resolve the problem, and escalate requests to other team members for resolution when needed.  The CSA II serves as a lead in training end users and other team members. This position supports the IVS (Interactive Video System) including knowledge and operation of the bridge and video conferencing components.   The CSA II provides information and assistance in supporting the entire Information Technologies Team.

Education and experience sufficient for the rigors of the position, such as a High School diploma/GED and a minimum of two years of customer service experience.  Industry Certifications: Support Center Analyst and Support Center Team Leader desired.

Special Skills or abilities directly applicable to the position: customer service and communications, computer literacy, technical support and product knowledge, experience with interactive video systems, problem solving logic, attention to  detail, patience and persistence, training in field and ability to train others.

Applicants must demonstrate a commitment to working in a culturally competent environment and the ability to effectively work with students, employees, and community members having diverse backgrounds.

Bilingual (English/Spanish) or conversational language abilities are preferred.