Customer Service Technician//F2F interview

4 Scope of Services

The Customer Support Technician will provide Tier I software support for systems used by the Office of Work Program and Budget (OWPB), working primarily within the Work Program & Budget Systems Support unit. This unit is responsible for technical and programming assistance, generating automated reports, and coordinating with the Office of Information Systems for system enhancements and maintenance. The position will assist in maintaining and modernizing legacy mainframe systems, converting mainframe reports into modern software solutions, and troubleshooting both mainframe and contemporary financial management systems under the guidance of senior technical staff.

While the primary focus is on the Work Program & Budget Systems Support unit, this role indirectly supports other OWPB offices by ensuring the reliability and functionality of software systems they depend on. These include offices responsible for budget development and monitoring, federal aid management, financial planning and resource allocation, strategic operations, production management, and work program development. By providing Tier I software support, the position contributes to the smooth operation of processes such as legislative budget requests, federal obligation planning, financial performance monitoring, and the development of the Five-Year Work Program.

Responsibilities include diagnosing and resolving basic software issues, escalating complex problems to senior technical staff, and maintaining accurate support data in tracking systems. The position will assist in debugging and troubleshooting mainframe environments, support data integration and report conversion tasks, and collaborate with development teams to align with technical direction and standard practices. Participation in quality improvement activities and learning best practices for system modernization are also essential elements of the role.

This entry-level position operates at a Tier I support level for low-to-medium complexity software issues, functioning under general supervision. It offers opportunities for learning and professional growth, particularly in the realms of mainframe and modern software systems used within OWPB.

5 Education

Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information

Systems, or other related field. Or equivalent work experience.

6 Experience

0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

7 Primary Job Duties/ Tasks

The submitted candidate must be able to perform the following duties and/or tasks:

1. 1. Provide software support for applications used by the Office of Work Program and Budget (OWPB), following documented procedures and checklists.
   2. Diagnose and resolve basic software issues; escalate complex problems to senior technical staff as needed.
   3. Enter and maintain accurate support data in the tracking system.
   4. Assist in debugging and troubleshooting mainframe operating systems under supervision.
   5. Support efforts to convert legacy mainframe reports into modern software products.
   6. Learn and apply standard practices for system modernization and data integration.
   7. Collaborate with development teams to understand technical direction and assist with routine tasks.
   8. Participate in quality improvement activities and document findings for review.
   9. Assist in testing system changes and enhancements, including preparing basic test scenarios and validating results.
   10. Help maintain and update automated reports used by OWPB and District offices.
   11. Provide basic analysis of software issues impacting financial management systems and recommend escalation when necessary.
   12. Support routine monitoring of system performance and report anomalies to senior staff.
   13. Assist in documenting workflows and system processes for future reference and training.
   14. Learn and use a variety of platforms, including legacy mainframe and modern applications, to support OWPB operations.
   15. Communicate effectively with internal users to gather information about issues and provide status updates.

8 Job Specific Knowledge, Skills, and Abilities (KSAs)

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. 16. Basic knowledge of an application and reporting environment.
   17. Familiarity with terminology and concepts of relational databases and basic SQL queries.
   18. Skilled in use of modern development tools and platforms such as Visual Studio and SQL Server Management Studio.
   19. Awareness of legacy reporting tools like FOCWebFOCUS and willingness to learn legacy programming concepts.
   20. Understanding of data integration concepts and ability to assist with routine data conversion tasks.
   21. Ability to learn processes related to financial management systems and modernization initiatives.
   22. Strong verbal and written communication skills, with the ability to interact effectively with team members and internal customers.
   23. Ability to document issues, resolutions, and workflows clearly and accurately.
   24. Basic problem-solving and troubleshooting skills for software applications.
   25. Ability to follow established procedures and checklists for Tier I support tasks.
   26. Willingness to learn best practices for system testing, including preparing simple test scenarios and validating results.
   27. Ability to work with multiple platforms, including legacy mainframe and modern applications, under supervision.
   28. Ability to manage multiple tasks, prioritize effectively, and work both independently and as part of a team.
   29. Professionalism in dealing with all levels of staff and maintaining a customer-focused approach.
   30. Ability to learn and apply departmental standards for information systems documentation.

9 General Knowledge Skills and Abilities (KSAs)

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. 31. Communication: Ability to clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
   32. Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
   33. Decision Making: Makes sound, well-informed, and objective decisions.
   34. Flexibility: Open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
   35. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others.
   36. Leadership: Motivates, encourages, and challenges others. Adapt leadership styles in a variety of situations.
   37. Problem Solving: Ability to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.
   38. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.