Job Title : Customer Support Technician

Location : Tallahassee, FL

Contract : 12 months

Responsibilities :

• Service Desk queue and resolves support tickets as assigned.
• work performed and resolution(s).
• analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• high level of customer service by providing status and information to the customer.
• service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
• advanced troubleshooting to determine cause of problem.
• with staff on issues outside their areas of responsibility as needed.
• hardware and software technical training and professional development for other Technicians as needed or assigned.
• support and troubleshooting for networked devices with other Technicians as needed or assigned.
• coordinates, and / or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
• support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
• on statewide teams, both internal and external to the Office of Information Technology (OIT).
• facts to facilitate the team's decision-making process and to achieve the team's goals.
• information and receives feedback from other OIT staff as appropriate.
• and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• service calls and repairs for warranty and non-warranty items.
• records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
• maintains, and supports specialized software applications as assigned.
• evaluates, and promotes research and testing of assigned special applications including both hardware and software.
• Audio Visual (AV) and Video Conference (VC) support as assigned.
• with reserving, setting up, and troubleshooting of AV and VC equipment.
• in multiple teams as a team member

Education

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience

Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / troubleshooting skills.

Last updated : 2024-05-19