What are the responsibilities and job description for the Client Technologies Technician/ Help Desk position at Defined Software Development?
Job Details
We are seeking a full-time, on-site in Tallahassee, FL Help Desk Support Technician.
The Help Desk Support Technician will serve as the principal line of communication for the
project team. The duties and responsibilities of this position are as follows:
Provide Tier 1 software, hardware, and network-related support;
Use documented procedures and checklists to assist end users with technical issues;
Use a ticket tracking system to log end-user information and a description of the issue;
Monitor ticket, phone, email, and other queues throughout the shift to provide support to end users;
Escalate problems to Tier 2 technical support; and
Communicate with the end users regarding the status of the resolution.
NOTE: The Help Desk is open 24 hours a day, 7 days a week; therefore, shift start times and durations
may vary each week, and holiday coverage may be required.
- A bachelor s degree or master s degree from an accredited college or university in Computer
Science, Information Systems, or other related field, or four (4) years of equivalent work
experience is required. Relevant experience may be substituted for education on a year-for-year
basis when applicable.
Knowledge, Skills, Abilities:
One (1) or more years of experience in a Help Desk or IT Support role;
One (1) or more years of experience in troubleshooting, logins, software, hardware, mobile devices,
and network-related support calls;
One (1) or more years of experience using ticketing systems such as ServiceNow, Zendesk, or similar
for logging, tracking, and resolving technical issues;
One (1) or more years of experience in supporting Windows operating systems, MS O365, and
common desktop applications;
Ability to analyze, troubleshoot, and resolve issues with desktops, laptops, printers, and mobile
devices;
Experience installing, maintaining, and supporting third-party applications;
Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop);
Strong verbal and written communication skills; and
Excellent customer service orientation and problem-solving ability.
Preferred Experience:
Experience supporting computers in a criminal justice environment;
Experience working in a technical call center environment;
Experience in Active Directory for account management and password resets;
Certifications such as CompTIA A , Network , or equivalent; and
Experience documenting solutions in a knowledge base or internal wiki.
