Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

Required Skills:

• System Administration Skills: Candidates should possess a basic understanding of system administration tasks such as user account management, password management, and access control.
• Technical Proficiency and Troubleshooting Skills: A solid foundation in IT systems, along with troubleshooting skills, is necessary. This includes the ability to diagnose and resolve technical issues related to password/access problems and system support.
• Knowledge of ITSM Tools: Familiarity with IT Service Management (ITSM) tools and ticketing systems is important for documenting work performed, managing incoming requests, and ensuring timely resolution of issues.
• Customer Support Skills: Effective communication and customer service skills are essential for providing remote support to customers and collaborating with team members.
• Attention to Detail: Candidates should demonstrate attention to detail in documenting work performed, resolving issues, and maintaining accurate customer and technician information in ITSM ticketing systems.
• Teamwork and Collaboration: Ability to work effectively as part of a team, collaborate with colleagues, and contribute to maintaining a central hub of communications.

Primary Job Duties/ Tasks: **

Must be able to perform the following duties and/or tasks:

• Provide support for customers remotely with password or access issues.
• Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• Support customers in ISA Utility with role assignment, account activation, and password reset.
• Maintain up to date customer and technician information in ITSM ticketing system.
• Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
• Work with the team to maintain central hub of communications for the agency.

Education:

• High School Diploma or equivalent.

Experience:

• 1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.

Work Hours:

• Flexibility to work hours between 7:00 AM & 7:00 PM.

Location: Can work out of any of the Department’s District Offices around the state.

Background Check: Level 1 background check required prior to starting service. Results will determine eligibility for services.

Job Type: Contract

Pay: $20.44 - $23.50 per hour

Expected hours: 40 per week

Experience level:

• 2 years

Schedule:

• 8 hour shift

Ability to Relocate:

• Florida: Relocate before starting work (Required)

Work Location: In person