Customer Support Technician

Senior Recruiter - Public Sector Recruitment Expert | Federal, State & Local Government

ASSYST is seeking a Customer Support Technician to join our team supporting our State client in Florida. This position provides Tier I IT call center customer service support, assisting users with software, account access, and technical troubleshooting needs. The ideal candidate will bring strong communication skills, attention to detail, and a commitment to quality service. Will be responsible for Tier I IT call center customer service support.

Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

• Provide support for customers remotely with password or access issues.
• Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• Support customers in ISA Utility with role assignment, account activation, and password reset.
• Maintain up to date customer and technician information in ITSM ticketing system.
• Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
• Work with the team to maintain central hub of communications for the agency.

Education:

• High School Diploma or equivalent

Experience:

• 1–2 years of Customer Call Center work experience
• 1 year of computer software, password reset, and network troubleshooting experience (a plus)

Knowledge, Skills, and Abilities:

• General knowledge of Microsoft products, including OS, Office Suite, and Outlook
• Understanding of PC software/hardware in LAN/WAN environments
• Skilled in installing and supporting software, OS, and PC hardware
• Strong written and verbal communication skills
• Ability to follow departmental policies, procedures, and standards

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.