Customer Support Analyst I

Colorado Mountain College   Glenwood Springs, CO   Full-time     Information Services / Technology (IT)
Posted on September 12, 2022
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Customer Support Analyst I

Colorado Mountain College

Central Services Glenwood Springs

This is an entry-level position within the Information Technologies Department. Under the supervision of the Director of Customer Support Services, the Customer Support Analyst I (CSA I) is the primary technical point of contact for customers within the Colorado Mountain College community. The CSA I will perform primarily technical problem identification, analysis, and resolution, and therefore, will impact the perception of Information Technologies as a service provider to the College. This entails knowledge of personal computing hardware/software concepts; problem documentation/tracking, customer connectivity interfaces; proactive customer notification; and knowledge of the student information system (administrative system). The CSA I must accurately describe trouble calls in the service desk ticketing system, and update the trouble ticket until the issue is resolved. The CSA I will work with the end user to resolve the problem, and if the issue cannot be quickly resolved at Level 1, the CSA I will follow the procedures to escalate the call to the appropriate Information Technologies staff member for resolution. The CSA I provides information and assistance in supporting the entire Information Technologies Team. **Remote work options available and will be evaluated on an individual basis. On-site attendance will be required at times for all positions, including the initial training period. CMC employees must live and perform all CMC work in the state of Colorado. Hours can vary based on time of year and student needs. View/download job description including hiring salary range: Customer Support Analyst I Pre-requisites for Position (Qualifications Standards) Education and experience sufficient for the rigors of the position. Examples may include a High School Diploma/GED and two years of customer service experience, or equivalent education and experience that will provide the necessary knowledge, skill and abilities to perform the functions of the position.

Preferred Industry Certification: Support Center Specialist. Special Skills or abilities directly applicable to the position: Excellent verbal and written communications skills. Ability to analyze complex computer problems and provide solutions. Knowledge of a broad range of relevant multi-user computer systems, applications and or equipment. In particular Microsoft Windows and Office application. Ability to work well under stress and time pressures. Knowledge of computer security procedures and protocol. Knowledge of current technological developments/trends. Knowledge/understanding of the Internet, Internet browsers, Java and HTML desired. Welcoming. Innovative. Focused on Student Success. These principles reflect the soul of CMC. They guide us in building our teams, cultivating leaders, and expanding our approaches and mindset. They guide us to be an institution of higher education that’s the right fit for every faculty member, staff, student, and community member in its trust. Applicants must demonstrate a commitment to working effectively with students, employees, and community members of all backgrounds. Bilingual (English/Spanish) or conversational language abilities preferred.

CMC is an EOE committed to diversifying its workforce.