Client Technologies Customer Support Technician

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Description/Deliverables

The Department''s OIT is seeking the services of an experienced Client Technologies Technician. The

Candidate will be required to successfully complete tasks in relation to the Scope of Work defined in

Section 2.3.

2.3. Scope of Work/Job Characteristics

The Client Technologies 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.
• Work Environment 3.1. Location The work will be conducted on-site with the Department''s OIT at the Carlton Building at 501 South Calhoun Street and 315 South Calhoun Street, Tallahassee, Florida. 3.2. Provided Equipment The Department will provide furnished office space, computer equipment, licensed software, access to the Department''s network, and internet access.
• Requirements/Qualifications NOTE: Any successful Candidate with access to the Department''s network is required to complete the Department''s Security Awareness Training within 30 calendar days of hire.
  
  

NOTE: In addition to the above list, the selected Candidate must successfully complete a Level II

Background Check.

4.1. Required Qualifications

A bachelor’s 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.

The Department requires the following experience, skills, and knowledge for this position:

• 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, Microsoft
  
  

Office 365, 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.
  
  

4.2. Preferred Qualifications

The Department prefers the Candidate to have the following experience, skills, and/or knowledge for this

position:

• 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.
  
  

W2 Pay range includes full benefits.

We also allow Corp-2-Corp arrangments and the rate is $52.00 per hour.

Please contact us for additional information.