Experienced Customer Support Analyst and Information System Specialist for Dynamic IT Environment – Providing Top-Notch Technical Support and Ensuring Seamless User Experience

Introduction to blithequark

At blithequark, we are committed to fostering a culture of innovation, collaboration, and excellence. As a progressive business regulatory state agency, our mission is to equitably protect and empower consumers and workers while maintaining a predictable yet innovative regulatory environment for the businesses we regulate. We administer state laws and rules governing workers' compensation, occupational safety and health, financial institutions, insurance companies, and building codes. Our consumer protection and education programs, offices, and ombuds help consumers, injured workers, and businesses navigate the complex regulatory landscape.

About the Role

We are seeking an experienced Customer Support Analyst and Information System Specialist to join our Information Technology and Research (IT&R) Section. As a key member of our IT Service Desk team, you will provide 1st and 2nd tier technical support to resolve IT-related issues for internal customers. Your expertise will be crucial in ensuring the smooth operation of our conference room equipment, virtual meeting technology, and tools. If you are passionate about delivering high-quality customer service, working with technology, and collaborating with cross-functional teams, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Provide set-up and support to internal and external end users for presentations and virtual and hybrid meetings, including trouble-shooting all presentation and meeting peripherals.
• Conduct regular testing and maintenance of the conference room equipment, hardware, and virtual meeting technology in 40+ locations within the blithequark headquarters building.
• Research and identify potential new technologies for conference rooms, contact vendors for demonstrations, and recommend updated conference room equipment, hardware, and technology solutions to management.
• Work closely and collaboratively with department management, Division IT Technicians, and the blithequark Cyber Security Administrator to ensure needs for presentations, virtual and hybrid meetings, and enterprise security standards are being met.
• Create, maintain training materials on conference room equipment, hardware, and virtual meeting technology and tools.
• Provide orientation and training on specifics of conference room technology, hardware, and equipment and effective use of all tools for virtual and hybrid meetings.
• Conduct first-call resolution for password resets and management of user accounts, security tokens, and login sessions.
• Troubleshoot and resolve technical issues related to software products, devices, and system performance.
• Record, update, and resolve requests and incidents in agency ticketing tool.
• Record, triage, and escalate system and network issues and other alerts accordingly and track through to resolution.
• Provide agency-wide email communications for scheduled maintenance and incidents.

Essential Qualifications

To be considered for this role, you must have:

• Four (4) years of information systems experience with a combination of all of the following: virtual meeting technology and tool support; coordination and tracking of ongoing work efforts that includes collaboration with other teams or individuals; developing documentation; and IT customer support including troubleshooting, root cause analysis, and issue resolution of complex IT issues related to hardware and software.
• 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 two (2) years of information systems experience with a combination of all of the following: virtual meeting technology and tool support; coordination and tracking of ongoing work efforts that includes collaboration with other teams or individuals; developing documentation; and IT customer support including troubleshooting, root cause analysis, and issue resolution of complex IT issues related to hardware and software.
• OR A bachelor's degree in Computer Science, Information Technology, or related field.

Preferred Qualifications

We prefer candidates with:

• General knowledge of business computing systems, including servers, networks, relational database systems, web services, application administration, and enterprise software.
• Extensive experience providing end-user, technical support within an IT helpdesk team for a Microsoft Windows environment.
• Strong interpersonal and communication skills.
• Experience working in a busy environment with frequent interruptions.
• Experience working as part of a team.
• Experience collaborating with teams and/or individuals.
• Experience in vendor management.
• Experience leading a team and/or project.

What We Offer

At blithequark, we offer a competitive benefits package, 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.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Advancement and learning opportunities that will help grow your career with blithequark.
• Specialized orientation and onboarding activities for new employees.
• Regular training sessions provided by in-house subject matter experts covering topics that are specific to our IT environment.
• A department that values diversity, workforce development, and creating opportunities for professional development.
• Rewarding work in a productive and creative environment.
• Colleagues who are passionate about public service.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. We believe in fostering a culture of collaboration, innovation, and excellence. Our team members are passionate about delivering high-quality services and making a positive impact on the community. We offer a hybrid remote work arrangement on a part-time basis once the incumbent has gained the proficiency to perform work independently. However, regular, scheduled office hours are also required.

How to Apply

To apply for this exciting opportunity, please submit your application, including a resume and cover letter, by the application deadline. Please ensure that you clearly demonstrate in your application materials that you meet the qualifications listed and that you follow all instructions carefully. Only complete applications received by the posted application deadline date will be considered.

Conclusion

If you are a motivated and experienced IT professional looking for a challenging and rewarding role, we encourage you to apply for this opportunity. At blithequark, we are committed to attracting, retaining, developing, and promoting the most qualified candidates without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, or veteran status. Join our team and be part of a dynamic and innovative organization that is making a positive impact on the community.