technical support North Dakota

State of North Dakota

Full Time North Dakota 4400 - 3900 USD MONTHLY Today

Job description

Summary of Work

Technical Support Analyst I supports the mission of CDE, embodies its values, and provides comprehensive technical support to both internal staff and external customers. More specifically, your role is to offer technical assistance and address hardware, software, and network issues of schools, students, parents, and staff. You'll analyze and interpret technical procedures for non-technical users, prioritize problem resolution, track progress, and escalate when necessary. You'll troubleshoot issues in collaboration with users and vendors. You'll contribute to system monitoring, software and hardware installation, and user training and will actively seek opportunities to enhance support processes and resources to improve customer satisfaction.

Minimum Qualifications

High school diploma or equivalent required.

At least 1 year of experience in a technical support or help desk role.

Familiarity with operating systems like Windows, macOS, and Linux. Knowledge of software applications, network systems, hardware components, and troubleshooting methods. Some experience with remote desktop applications and help desk software.

A proven record of providing exceptional customer service, with the ability to empathize with and prioritize customer needs.

Ability to analyze and solve technical issues and explain complex information in simple, clear terms to non-technical users.

Demonstrated time management and task prioritization skills.

Strong communication skills, both written and verbal, with the ability to explain technical concepts in user-friendly terms.

Preferred Qualifications

A bachelor's degree in information technology, Computer Science, or a related field.

3+ years of technical support experience.

Helpdesk or technical support experience in a customer-facing environment.

Relevant industry-standard certifications such as Customer Support Specialist (CSS), CompTIA A+, Network+, or similar are desirable.

Familiarity with educational systems such as Student Information Systems (SIS) and Learning Management Systems (LMS).

Prior experience working in a K-12 or higher education setting.

Knowledge of universal web design concepts.

Advanced analytical and problem-solving abilities, including the ability to diagnose complex technical issues and propose effective solutions.

About Team ND

"Far and away the best prize life offers is the chance to work hard at work worth doing." - Theodore Roosevelt

More than 7,500 talented, hard-working people across sixty-three agencies have come together as Team North Dakota. At Team ND, we are driven to succeed through gratitude, humility, curiosity and courage. Our purpose is to empower people, improve lives, and inspire success. Join us in being legendary.

Total Rewards: The State of North Dakota is committed to providing team members with a strong and competitive rewards package that support you, your health and your family.

Considering a new position on Team ND? How does your current position stack up? Use our Total Rewards Calculator to estimate.

Equal Opportunity Employer

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.

As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. Sect. 23-12-10.

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