Technical Services and Customer Support Center Consultant

Company: Hart InterCivic
Location: Austin
Posted on: May 25, 2023

Job Description:

Technical Services and Customer Support Center ConsultantOperationsSummaryA Technical Services and Customer Support Center Consultant (TSCSC) responds to requests for assistance from Hart InterCivic customers for all Hart InterCivic products. TSCSC's are also responsible for preparing and troubleshooting workstations for both internal and external customers.The TSCSC must possess the ability to communicate effectively with customers and employees.Under general direction, the TSCSC also performs a variety of complex duties in providing information systems and technology support to Hart voting solutions internal and external customers. Analyzes, maintains operating stability and efficiency and ensures the security of operations and company resources; organizes desktop and notebook systems and infrastructure; conducts necessary technology research and analysis; fulfills, configures and deploys new hardware and software; provides internal and external user training and support both in the office and in the field as required, provides support to the supply chain, documents processes, works with Depot Repair group to minimize equipment repair cycle time(s). Also performs other duties as assigned.Responsibilities:

• Answer, resolve and route customer queries
• Deal with problems in a professional manner
• Read and interpret documents such as user guides and training manuals and translate the information to the customer in a manner which they can understand
• Acquire and maintain functional support-level knowledge of unique customer requirements and their implementation in Hart products
• Image, configure, encrypt, and troubleshoot all internal and external customer workstations, laptops, and other 3rd party COTS components
• Manage and maintain the security of Hart's assets and customer information
  • College level education or advanced technical certifications encouraged
  • Minimum of 2 years direct customer support in a technical environment
  • Experience with enterprise level case management application (CRM) is preferred
  • A second language is a plus
  • County election management experience is preferredRequired Skills and Experience:
    • A minimum High School Diploma
    • Working knowledge of computer and internet operations is required
    • Must be an excellent and effective verbal and written communicator
    • Ability to create, read, interpret, and comprehend reports, procedures, and business correspondence
    • The ability to "multi-task," plan time effectively, problem solve, apply logic and reason to a situation
    • The successful consultant must possess the ability to accurately assess a given situation and decide the logical course of action
    • Some knowledge of Windows 10 Server Operating System installation, configuration, and fault isolation procedures using analyses, resolution methods, and diagnostics toolsEvidenced-based elections create confidence.Routine, transparent and paper-backed processes support voter trust.Best practices for verifying the integrity of your election.

Keywords: Hart InterCivic, Austin , Technical Services and Customer Support Center Consultant, IT / Software / Systems , Austin, Texas