Customer Service Technician​/F2F

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Stellent IT LLC, is seeking the following. Apply via Dice today!

Tallahassee, FL 32399
F2F interview
Contract
No H1B

The Customer Support Technician will provide Tier I software support for systems used by the Office of Work Program and Budget (OWPB), working primarily within the Work Program & Budget Systems Support unit. This unit is responsible for technical and programming assistance, generating automated reports, and coordinating with the Office of Information Systems for system enhancements and maintenance. The position will assist in maintaining and modernizing legacy mainframe systems, converting mainframe reports into modern software solutions, and troubleshooting both mainframe and contemporary financial management systems under the guidance of senior technical staff.

While the primary focus is on the Work Program & Budget Systems Support unit, this role indirectly supports other OWPB offices by ensuring the reliability and functionality of software systems they depend on. These include offices responsible for budget development and monitoring, federal aid management, financial planning and resource allocation, strategic operations, production management, and work program development.

By providing Tier I software support, the position contributes to the smooth operation of processes such as legislative budget requests, federal obligation planning, financial performance monitoring, and the development of the Five-Year Work Program.

• Provide software support for applications used by the Office of Work Program and Budget (OWPB), following documented procedures and checklists.
• Diagnose and resolve basic software issues; elevate complex problems to senior technical staff as needed.
• Enter and maintain accurate support data in the tracking system.
• Assist in debugging and troubleshooting mainframe operating systems under supervision.
• Support efforts to convert legacy mainframe reports into modern software products.
• Learn and apply standard practices for system modernization and data integration.
• Collaborate with development teams to understand technical direction and assist with routine tasks.
• Participate in quality improvement activities and document findings for review.
• Assist in testing system changes and enhancements, including preparing basic test scenarios and validating results.
• Help maintain and update automated reports used by OWPB and District offices.
• Provide basic analysis of software issues impacting financial management systems and recommend escalation when necessary.
• Support routine monitoring of system performance and report anomalies to senior staff.
• Assist in documenting workflows and system processes for future reference and training.
• Learn and use a variety of platforms, including legacy mainframe and modern applications, to support OWPB operations.
• Communicate effectively with internal users to gather information about issues and provide status updates.

Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

• Basic knowledge of an application and reporting environment.
• Familiarity with terminology and concepts of relational databases and basic SQL queries.
• Skilled in use of modern development tools and platforms such as Visual Studio and SQL Server Management Studio.
• Awareness of legacy reporting tools like FOCWebFOCUS and willingness to learn legacy programming concepts.
• Understanding of data integration concepts and ability to assist with routine data conversion tasks.
• Ability to learn processes related to financial management systems and modernization initiatives.
• Strong verbal and written communication skills, with the ability to interact effectively with team members and internal customers.
• Ability to document issues,…