Client Support Technician II
State of Mississippi
Jackson, MS 39201, USA
Published today
Full time
$36,160 - $61,698 per year
Salary: $36,160.00 - $61,698.00 Annually
Location : 25 - HINDS COUNTY, MS
Job Type: Full-Time
Job Number: 9484-0665-20260521HDS
Department: 0665 - MEDICAID DIVISION
Opening Date: 05/21/2026
Closing Date: 5/26/2026 11:59 PM Central
Agency Minimum Salary: $36,160.00
Agency Maximum Salary: $61,698.00
About the Agency: The Mississippi Division of Medicaid responsibly provides access to quality health coverage for vulnerable Mississippians. Medicaid provides health coverage for eligible, low-income populations in Mississippi. These populations include children, low-income families, pregnant women, the aged, and the disabled.
About the Position: Essential Functions:• Responds to and resolves escalated Tier 2 technical support incidents and service requests.• Diagnoses and troubleshoots issues related to desktop systems, operating systems, software applications, peripherals, mobile devices, and account access.• Researches and analyzes technical problems to determine appropriate resolution within established support protocols.• Documents incidents, troubleshooting steps, resolutions, and escalation activities within the ticketing system.• Escalates unresolved issues to advanced support teams or system administrators according to service level expectations and escalation procedures.• Monitors assigned ticket queues to ensure timely follow-up and resolution.• Assists Tier 1 support staff by providing guidance, knowledge sharing, and technical assistance as needed.• Maintains knowledge of supported systems, applications, policies, and support procedures.• Performs remote troubleshooting and user support using approved support tools.• Communicates technical information clearly and professionally to end users with varying levels of technical understanding.• Identifies recurring issues and recommends process improvements or knowledge base updates.• Supports system maintenance activities, deployments, upgrades, or configuration changes as assigned.• Adheres to organizational security, confidentiality, and compliance standards.• Performs other duties as assigned. This is a Non-State (X-16) position.
What you'll need to be Successful: Knowledge, Skills, and Abilities Knowledge of: Desktop operating systems and standard business applications IT service management practices and ticketing systems Active Directory, user account management, and access controls Hardware troubleshooting and peripheral support Networking fundamentals and connectivity troubleshooting Remote support tools and methodologies Customer service principles and support standards Skill in: Troubleshooting and problem-solving Technical analysis and issue resolution Managing multiple support requests simultaneously Documentation and recordkeeping Verbal and written communication Prioritizing workload and meeting deadlines Ability to: Analyze and resolve moderately complex technical issues Follow established technical procedures and escalation protocols Work independently with limited supervision Maintain professionalism in high-volume or high-pressure situations Explain technical concepts to non-technical users Collaborate effectively with cross-functional technical teams.
Preferred Qualifications: Typically requires High School Diploma or high school equivalency and relevant technical knowledge, an understanding of office automation and office systems operating environments and/or complex communication devices and 1-3 years of end user support experience.
No available description
Health/Prescription InsuranceEligible employees have the opportunity to participate in the state's health and prescription insurance program. Employees may select either single or family coverage with affordable co-payments. More detail can be found at Know Your Benefits.
Wellness Benefits
Employees are eligible for a wellness and health promotion program. This plan provides annual benefits for certain services with first-dollar coverage with no deductible.
Life Insurance
All eligible employees receive an actual term life insurance policy upon employment. The policy coverage is two times the employee's annual salary to a maximum of $100,000. More detail can be found at Life Insurance Choices.
Optional Insurances
Many agencies offer discounted premiums for dental, vision, and cancer insurance.
Flexible Spending Accounts
Many state agencies provide opportunity for employees to participate in pre-tax spending accounts. These accounts allow employees to withhold childcare expenses and unreimbursed medical expenses prior to application of state and federal taxes.
Paid Personal Leave and Sick LeaveFull-time employees receive paid time off for personal needs and for sick leave. Leave begins accruing after one month of employment and may be used as it is accrued. Employees earn approximately 18 days of personal leave annually and 12 days of sick leave annually.
Military Leave
In accordance with federal law, all employees serving in the armed forces or the military reserves are entitled to 15 days per year for military training.
Holidays
Employees receive up to 10 paid holidays to enjoy many of our nation's celebrations with family and friends.
Retirement Programs
The State of Mississippi provides all its employees a Defined Benefit/Defined Contribution Retirement Program. Employees become vested in the State's retirement system after 8 years of employment. Both you and your employing agency contribute toward your retirement. More detailed information regarding the State's retirement program can be found at http://www.pers.state.ms.us
Deferred Compensation
State agencies offer several opportunities for their employees to participate in a deferred compensation voluntary retirement savings plan. More information can be found at Deferred Compensation.
State Credit Union
All state employees are eligible to participate in the Mississippi Public Employees' Credit Union. This organization offers state employees special savings and borrowing plans. For more information about this program, call 601.948.8191.
Tuition Reimbursement
Many state agencies provide opportunities for their employees to achieve higher education through tuition reimbursement. Common programs include medical and nursing fields, accounting, and business/administrative fields.
Career Development and Training
The Mississippi State Personnel Board offers several management and administrative certification programs, as well as professional development courses to enhance employee value to the agency. Individual agencies also offer technical training and allow membership in professional organizations to employees in their specific fields of employment.
Promotional Opportunities
Employees who have completed 6 or more months of service are eligible for promotional opportunities within state government employment. Minimum qualifications must be met.
Career Ladders
Many job classifications provide career-ladder opportunities based upon attainment of competencies. These career ladders can increase an individual's salary, provided funds are available within the agency.
01
How many years of end user support experience do you have?
02
Do you have relevant technical knowledge, an understanding of office automation and office systems operating environments and/or complex communication devices?
03
What is the highest level of education (or semester hours of college) you have completed?
Required Question
Location : 25 - HINDS COUNTY, MS
Job Type: Full-Time
Job Number: 9484-0665-20260521HDS
Department: 0665 - MEDICAID DIVISION
Opening Date: 05/21/2026
Closing Date: 5/26/2026 11:59 PM Central
Agency Minimum Salary: $36,160.00
Agency Maximum Salary: $61,698.00
About the Agency: The Mississippi Division of Medicaid responsibly provides access to quality health coverage for vulnerable Mississippians. Medicaid provides health coverage for eligible, low-income populations in Mississippi. These populations include children, low-income families, pregnant women, the aged, and the disabled.
About the Position: Essential Functions:• Responds to and resolves escalated Tier 2 technical support incidents and service requests.• Diagnoses and troubleshoots issues related to desktop systems, operating systems, software applications, peripherals, mobile devices, and account access.• Researches and analyzes technical problems to determine appropriate resolution within established support protocols.• Documents incidents, troubleshooting steps, resolutions, and escalation activities within the ticketing system.• Escalates unresolved issues to advanced support teams or system administrators according to service level expectations and escalation procedures.• Monitors assigned ticket queues to ensure timely follow-up and resolution.• Assists Tier 1 support staff by providing guidance, knowledge sharing, and technical assistance as needed.• Maintains knowledge of supported systems, applications, policies, and support procedures.• Performs remote troubleshooting and user support using approved support tools.• Communicates technical information clearly and professionally to end users with varying levels of technical understanding.• Identifies recurring issues and recommends process improvements or knowledge base updates.• Supports system maintenance activities, deployments, upgrades, or configuration changes as assigned.• Adheres to organizational security, confidentiality, and compliance standards.• Performs other duties as assigned. This is a Non-State (X-16) position.
What you'll need to be Successful: Knowledge, Skills, and Abilities Knowledge of: Desktop operating systems and standard business applications IT service management practices and ticketing systems Active Directory, user account management, and access controls Hardware troubleshooting and peripheral support Networking fundamentals and connectivity troubleshooting Remote support tools and methodologies Customer service principles and support standards Skill in: Troubleshooting and problem-solving Technical analysis and issue resolution Managing multiple support requests simultaneously Documentation and recordkeeping Verbal and written communication Prioritizing workload and meeting deadlines Ability to: Analyze and resolve moderately complex technical issues Follow established technical procedures and escalation protocols Work independently with limited supervision Maintain professionalism in high-volume or high-pressure situations Explain technical concepts to non-technical users Collaborate effectively with cross-functional technical teams.
Preferred Qualifications: Typically requires High School Diploma or high school equivalency and relevant technical knowledge, an understanding of office automation and office systems operating environments and/or complex communication devices and 1-3 years of end user support experience.
No available description
Health/Prescription InsuranceEligible employees have the opportunity to participate in the state's health and prescription insurance program. Employees may select either single or family coverage with affordable co-payments. More detail can be found at Know Your Benefits.
Wellness Benefits
Employees are eligible for a wellness and health promotion program. This plan provides annual benefits for certain services with first-dollar coverage with no deductible.
Life Insurance
All eligible employees receive an actual term life insurance policy upon employment. The policy coverage is two times the employee's annual salary to a maximum of $100,000. More detail can be found at Life Insurance Choices.
Optional Insurances
Many agencies offer discounted premiums for dental, vision, and cancer insurance.
Flexible Spending Accounts
Many state agencies provide opportunity for employees to participate in pre-tax spending accounts. These accounts allow employees to withhold childcare expenses and unreimbursed medical expenses prior to application of state and federal taxes.
Paid Personal Leave and Sick LeaveFull-time employees receive paid time off for personal needs and for sick leave. Leave begins accruing after one month of employment and may be used as it is accrued. Employees earn approximately 18 days of personal leave annually and 12 days of sick leave annually.
Military Leave
In accordance with federal law, all employees serving in the armed forces or the military reserves are entitled to 15 days per year for military training.
Holidays
Employees receive up to 10 paid holidays to enjoy many of our nation's celebrations with family and friends.
Retirement Programs
The State of Mississippi provides all its employees a Defined Benefit/Defined Contribution Retirement Program. Employees become vested in the State's retirement system after 8 years of employment. Both you and your employing agency contribute toward your retirement. More detailed information regarding the State's retirement program can be found at http://www.pers.state.ms.us
Deferred Compensation
State agencies offer several opportunities for their employees to participate in a deferred compensation voluntary retirement savings plan. More information can be found at Deferred Compensation.
State Credit Union
All state employees are eligible to participate in the Mississippi Public Employees' Credit Union. This organization offers state employees special savings and borrowing plans. For more information about this program, call 601.948.8191.
Tuition Reimbursement
Many state agencies provide opportunities for their employees to achieve higher education through tuition reimbursement. Common programs include medical and nursing fields, accounting, and business/administrative fields.
Career Development and Training
The Mississippi State Personnel Board offers several management and administrative certification programs, as well as professional development courses to enhance employee value to the agency. Individual agencies also offer technical training and allow membership in professional organizations to employees in their specific fields of employment.
Promotional Opportunities
Employees who have completed 6 or more months of service are eligible for promotional opportunities within state government employment. Minimum qualifications must be met.
Career Ladders
Many job classifications provide career-ladder opportunities based upon attainment of competencies. These career ladders can increase an individual's salary, provided funds are available within the agency.
01
How many years of end user support experience do you have?
- None
- 1 year of experience
- 2 years of experience
- 3 years of experience
- 4 years of experience
- 5 years of experience
- 6 years of experience
- 7 years of experience
- 8 years of experience
- 9 years of experience
- 10 years of experience
- More than 10 years
02
Do you have relevant technical knowledge, an understanding of office automation and office systems operating environments and/or complex communication devices?
- Yes
- No
03
What is the highest level of education (or semester hours of college) you have completed?
- 8th grade
- GED or High School Equivalency Diploma / High School Diploma
- 30 semester hours
- Associate's Degree / 60 semester hours
- 90 semester hours
- Bachelor's Degree
- Master's Degree
- Specialist Degree
- Doctorate Degree
- 9th grade
- 10th grade
- 11th grade
Required Question
Salary range
- $36,160 - $61,698 per year