Customer Support Technician Supervisor

The Office of State Courts Administrator has an opening for a Customer Support Technician Supervisor, serving as the supervisor of our Help Desk Unit. The position will be responsible for managing the resources within the unit to provide the best possible support and service to the employees of OSCA and the courts. This includes scheduling staffing, identification of emerging call patterns, maintenance of knowledge resources, coordination with subject matter experts, and participation in resolution of Help Desk tickets when staffing and/or work volume warrants. The applicant must maintain technical knowledge of the hardware and software being provided to the judiciary. The applicant must also have the ability to prepare and interpret statistical analysis, act as a project leader and plan for future technology changes, analyze organizational support flowcharts and provide recommendations regarding trend analysis. This position will be responsible for writing and editing technical processes and procedures, mentoring new employees, preparing advanced technical queries and working independently on assigned tasks. The position will also interface with regional hardware support staff. All applicants must have excellent communication and customer service skills.

 

Minimum qualifications: Graduation from an accredited college or university with a Bachelor's degree with at least 15 semester hours in computer science, computer information systems, or closely related areas and three years, including two years above the journey-level, of professional and technical computer information systems experience such as computer programming, systems analysis and design, or work with primary responsibility for the configuration of mainframe, midrange and/or microcomputer.

 

Starting salary is $37,548. Application form and copy of official transcript both are required. Application is available at http://www.courts.mo.gov/page.jsp?id=3191 or request via e-mail to oscahr@courts.mo.gov. Submit application materials no later than April 30, 2015, to Human Resources, P.O. Box 104480, Jefferson City, MO 65110. (Like us on Facebook @ Missouri State Courts Administrator.) EOE