Customer Service Technician

3+ 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.

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