Client Services Technician

**Candidates are highly encouraged to officially apply through the company's application system at:

https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00049404

 

Please note that this job posting can be closed without notice and earlier than the closing date indicated in the posting if a suitable candidate is found. We encourage applicants to submit and complete the application promptly.

Are you ready to grow, make a positive impact? If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for you!

Innovation, collaboration, and a commitment to excellence best describes the culture here at the Comptroller’s Office. We take pride in the work we do serving as Texas' accountant, tax collector, treasurer, and much more! The Comptroller’s office serves virtually every citizen in the state. As Texas’ chief tax collector, accountant, revenue estimator, treasurer and purchasing manager, the agency is responsible for writing the checks and keeping the books for the multi-billion-dollar business of state government.

Our agency workforce is as diverse as the people of Texas we serve. We value our employees and take very seriously our collective commitment to public service.  Personal development opportunities are strongly encouraged through available workshops, teambuilding exercises, and on the job training. We offer flexible scheduling that helps employees maintain a healthy work-life balance. 

Click here to see an inside look at the Texas Comptroller’s office!

ABOUT THE Division

General description

We're looking for a motivated and eager individual who can work in a 24 X 7 X 365 environment to complement our Information Technology division. The day-to-day responsibilities will involve collaborating with a team that produces confidential print reports, perform quality control measures, manages and monitors thousands of mainframe jobs. This individual will have the opportunity to train and work with multiple IT teams including programmers, Microsoft products/servers,  and multiple security groups, allowing growth and advancement opportunities based on your skillsets, work ethic, initiative and interests. 
If you thrive in a team environment, demonstrate initiative, can work day/evening shifts, and pride yourself on quality work, apply today!

Work Hours

Client Service and Operations is 24 X 7- 365 days a year shop. Day Shift work hours may vary based on position. Examples of operational position are 5:45 AM to 6:15 PM and Night Shift work hours are from 5:45 PM to 6:15 AM and include two weekdays off each week and a three-day weekend off every other week on a rotational basis. While other positions can be Mon- Friday 6am- 6pm for a duration of an 8-hour shift.  This position does require rotating on call services. Hours may change based on business need.

Minimum Qualifications

• Graduated with a high school diploma or GED.
• One (1) year of work experience providing desktop workstation support, print shop operations or Customer Service Support answering customer calls/questions.

Preferred Qualifications

• Graduated with an Associate’s or Bachelor’s degree in IT-related field, computer science, Computer Information Systems, Math, Science, or Economics.
• Win 10 or most current Operating Experience
• Working with Office 2016 or most current MS Office experience within last 2 years
• Working in a large print shop environment within the last 5 years
• Working in a mainframe environment

Licenses/Certifications (Preferred)

• ITIL certification
• Help Desk Analyst Certification
• Control M Certification
• Microsoft Certification

SUMMARY OF PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

This position requires the incumbent to perform sedentary office work, however, mobility (standing and walking) is routinely required to carry out some duties. Position may require heavy lifting. May required to lift or transfer up to 40 pounds to move equipment from the floor or from a cart to a work surface (desk or table).  It requires extensive computer, telephone, and client/customer contact. Must be able to bend, stoop, kneel, and reach as needed for filing and similar routine office duties.  The job also requires normal cognitive abilities including the ability to learn, recall and apply certain practices and policies.  It requires the stamina to maintain attention to detail despite interruptions.  Marginal or corrected visual and auditory abilities are needed for reading printed materials and computer screens and communicating with internal and external customers. Position requires close visual acuity to perform activity such as:  viewing a computer terminal, extensive reading, and visual inspection of equipment.

Employees are required to use their personal mobile phones as a part of 2 factor/multi factor authentication for accessing CPA systems securely. You will also receive critical/emergency calls/texts on your cell phone to ensure immediate communication.

In this role you will: 

• Provides technical support for hardware software and applications.
• Answer and track customer calls and issues via an automated tracking tool
• Communicates information to customers, including ticket status.
• Provides quality customer service for all customers in resolving problems, ensures customer satisfaction and documenting the reported problems 
• Notifies management of problems with processing and follows standards and procedures in correcting the problem or in transferring to the appropriate personnel for corrective actions.
• Assists with developing and documenting Standard Operating Procedures, production and user testing.
• Works and coordinates with vendors and customers, follows proper chemical handling procedures and investigates, researches and troubleshoots unusual and technical production problems.
• Assists with work production and reports failures and/or abnormalities for ensuring proper procedures for various outputs are followed along with Initiating commands to run jobs for customers.
• Performs preventative maintenance on equipment according to contractual agreement
• Assists with researching outside sources for known solutions to increase agency knowledgebase.
• Assists in testing new procedures. 
• Ensures proper security measures are used with CPA and non CPA personnel (badges and log book sign ins) and monitors and responds to fire and weather alarms, bomb threats, and power outages with existing operating procedures. 
• Provides reporting and distribution of reports to customers and management as assigned
• Performs other related duties as assigned

The Comptroller’s Office is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity.

Resumes will not be accepted in lieu of completed applications. The application must contain the necessary information in the work history for the applicant to qualify for the position.

An applicant must be eligible to work in the United States to be hired at the Comptroller's office and must remain eligible, without sponsorship or any assurance of financial or other assistance from this agency, during the term of their employment.