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The Call Center Analyst is responsible for providing support to end users on a variety of issues. This position identifies, researches, and resolves technical

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Typical Functions:

Responds to telephone calls, emails, and personnel requests for technical or informational support. Confers with clients by telephone, or in person, in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides support to users on a variety of issues related to hardware, software, and peripheral equipment or agency related information. Enters systems commands and observes functioning to verify correct operations or errors. Evaluates and prioritizes requests for help and escalates high priority requests to appropriate staff members. Identifies, searches, and resolves technical problems or reported inquiries and complaints. Performs other duties as assigned.

Knowledge, Abilities, and Skills:

Knowledge of problem recognition, research, isolation, and resolution steps. Knowledge of computer installations of new hardware and software. Knowledge of agency/institution specific program information, software and hardware. Ability to communicate with clients orally and in writing, to gather appropriate information and process or escalate complaints and requests to the proper personnel.

Minimum Qualifications:

The formal education equivalent of a bachelor’s degree in computer science, mathematics, or a related field; plus one year of experience in call center support. OR Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military or industrial setting; plus two years of experience in call center support. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

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