Technical Support Specialist

# Technical Support Specialist Florida Keys Aqueduct Authority Be an Early Applicant Full Timemid Key West, Florida, US $70k – $111k Posted Today##

Role Overview Florida Keys Aqueduct Authority is hiring a mid-level Technical Support Specialist. This is a full-time role in Key West. Part of Florida Keys Aqueduct Authority's Security hiring, posted today. The posted range is $70k to $111k; applications are still in the early window, before most candidates have applied. Full responsibilities, required qualifications, and the apply link are listed in the description below.##

Salary Context

This role offers $70k-$111k. The median for Mid-level Security roles is $86k-$125k (based on 291 listings). 15% below median.## Resume Keywords to Include Make sure these keywords appear in your resume to improve ATS scoring

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Job Description

PURPOSE OF CLASSIFICATIONThe purpose of this classification is to provide technical support for computer hardware and software. The person in this classification installs, upgrades, advises, and troubleshoots computer hardware and software. The position reports to the Director of Information Technology.

ESSENTIAL FUNCTIONS The following duties are typical for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Technical Support:
* Active Troubleshooting:
Identifies and diagnoses user issues through active listening, clear questioning, and utilizing remote diagnostic tools when needed. Documents issues thoroughly in the helpdesk system for efficient resolution.
* Feedback Loop:
Gathers post-resolution feedback from users to ensure their problems are truly fixed and identify areas for improvement in the support process.
* Collaborative Problem-Solving:
Leverages the helpdesk system to collaborate with team members, escalate complex issues seamlessly, and share knowledge for future reference.
* Multi-Channel Support:
Provides exceptional end-user support via phone, in-person visits, and remote desktop software, adapting communication style to different user preferences.

Hardware & Software Management:
* Streamlined Configuration:
Receives new computer systems, efficiently configures them with essential software based on user needs and deploys them to designated staff members.
* Security-Conscious Setup:
Follows established procedures to ensure software and security compliance during setup, including proper licensing, antivirus installation, and user permission configuration.
* Network Maintenance Expertise:
Assists in maintaining network infrastructure by troubleshooting common issues with LAN switches and wireless access points, ensuring smooth network operation.
* Collaborative Network Support:
Works closely with network administrators on routine troubleshooting and server support tasks. Escalates complex problems to the appropriate personnel while keeping users informed.

Project & Training:
* Relocation and Upgrade Support:
Provides technical expertise during office relocations and upgrades, assisting with equipment installation, data services migration, and ensuring minimal disruption to user productivity.
* Project Involvement:
Participates in system-wide implementations and projects, following established procedures and contributing technical expertise to successful completion.
* Training Needs Assessment:
Identifies user training needs through surveys, one-on-one consultations, or by observing user behavior.
* Training Delivery:
Coordinates or delivers training sessions on various IT topics, tailoring content to user skill levels and ensuring clear communication of technical concepts.

User Empowerment & Optimization:
* Software Customization Coach:
Guides users in customizing software applications (operating systems, office suites, databases) to improve their efficiency and workflow. This may involve creating macros, setting up custom templates, or integrating…