Customer Service Engineer - ITS (Prescott)

Job Description:

Customer Service Engineer - ITS (Prescott)

Description

Role

Under general supervision, provides records assistance and tier one technical support to authorized users.

Major Duties, Responsibilities

• Performs service desk related support duties.
• Documents customer requests/issues and creates service desk requests.
• Resolves tier one requests for computer assistance from users, including resetting user accounts and passwords and troubleshooting basic technical issues.
• Provides records assistance and support to both county constituents (public) and other county offices.
• Performs tasks of sorting and converting information, organizing, and preparing paper files to be scanned into digital images.
• Retrieves information from various database programs.
• Moves and lifts boxes on and off warehouse shelves.
• Drives a fully loaded cargo van for records pickup and deliveries.
• Maintains and destroys confidential documents with an industrial strength paper shredder.
• Assists researchers in finding public documents.
• Resolves customer inquiries and concerns by telephone or email.
• Performs other job-related duties as assigned.

Minimum Qualifications

Education:
High school diploma or equivalent.

Experience:
A minimum of six (6) months of customer service or general office experience.

Additional Requirements:
Must possess a valid Arizona driver’s license.

Other Skills

Required Knowledge, Skills, and Abilities:

Knowledge of:

• Troubleshooting techniques.
• Business English, spelling, grammar, punctuation, and composition.
• Clerical office practices and procedures.
• Research techniques and report writing.
• Current Microsoft Office software.
• Filing and recordkeeping.

Skill in:

• Telephone etiquette.
• Communicating effectively verbally and in writing and communicating orally in a face-to-face setting and by telephone with public and employees.
• Organization and adherence to detail.

Ability to:

• Protect confidential information and maintain discretion.
• Provide exceptional customer service, demonstrating tact and diplomacy.
• Effectively prioritize high volumes of phone calls and other requests for service.
• Develop and maintain effective working relationships with associates, employees of other departments, representatives of other organizations, County officials, and the public.
• Keep management informed of key operating issues affecting the department.
• Remain current in knowledge required to perform assigned duties.
• Handle confidential matters and maintain discretion always.
• Work professionally and effectively with co-workers, clients, victims of crime, witnesses, and the general public.
• Act with courtesy, tact, and diplomacy.

Work Environment:
The work environment is associated with an office. The work area is adequately lighted, heated or cooled and ventilated.

Physical Requirements:
Ability to sit or stand for extended periods of time; must be able to bend, stoop, kneel, reach, push, pull, crawl under desks and walk on uneven ground routinely. Sufficient vision to read printed materials and a computer screen; hearing and speech ability to communicate effectively in person and telephonically. Standing and walking between work areas is frequently required. Capable of frequent repetitive movement of arms, fingers, and wrists. Capable of overhead lifting; ability to occasionally lift and carry items up to 50 pounds; push and pull materials and objects up to 100 pounds with the use of assistive equipment.

Additional Job Information:
FLSA: Non-Exempt
Grade: 3
Classification: Classified
Safety Sensitive: No

EMPLOYEE BENEFITS

Yavapai County Government offers a comprehensive employee benefits package to
Full-Time employees working 30 or more hours per week that includes but is not limited to:

• 10 Paid Holidays Per Year
• Annual Leave
• Employee Assistance Program (EAP)
• Health Care Insurance - Medical, Dental, Vision
• Life Insurance
• Long-Term & Short-Term Disability
• Retirement Plans
• Sick Leave
• Tuition Reimbursement Program

ELECTIVE COVERAGE

• 457 Deferred Compensation Program
• Dependent Health Care Insurance - Medical, Dental, Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Short-Term Disability
• Supplemental Life (for employees & dependents)

PLEASE NOTE

• Part-Time , Temporary and Seasonal employees accrue Sick Leave based on hours worked.
• Part-Time employees have limited benefits available.
• Temporary and Seasonal employees are not eligible to accrue Annual Leave.

Click here to view our benefits summary.

Closing Date/Time: 12/26/2024 5:00 PM Arizona

Salary:

$18.68 - $23.82 Hourly