Customer Support Technician

Job Family: Customer Support
DMS Job Title: Customer Support Technician
Working Tittle: Sr. Technology Support Technician Scope Variant: Advanced
Office Location: Turnpike Headquarters, Ocoee, FL 34761
Incumbent:
No

Position Summary:
Responsible for supporting all technology hardware and software systems in our enterprise environment.
Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Provide top-tier service and support with clear and concise communication and follow- through.

General Characteristics
Responsible for Tier I software and hardware 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, hardware and software problems. Dimensions

Education:

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

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. Complexity:
Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.

Job Responsibilities:

• Installs and configures computer hardware, software, systems, mobile devices, printers, and scanners
• Assists in coordinating audiovisual setups and video conferencing support
  • Virtual Meeting Applications knowledge preferred (MS Teams, Zoom, GoTo, etc.)
  • Audiovisual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)
• Monitors and maintains computer systems using company-provided tools, like Active Directory and Microsoft Endpoint Configuration Manager (MECM).
• Identify and diagnose hardware, software, or network-related problems, and identify a plan to resolve, repair, or replace resources, as needed.
• Recommend strategies to increase efficiencies which may include implementing new practices, devices, and/or software.
• Proficiency in Office 365; MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11
• Collaborate and assist with other areas of the IT department on projects and initiatives
• Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday
• Participate in after-hours (evening & weekend) on-call rotation
• Travel to remote locations to provide support, as needed
• Perform other duties as assigned
• Ability to lift 50 pounds

Required Skills:

• IT Enterprise experience is preferred
• High school diploma or equivalent; additional certifications or relevant education is a plus.
• Ability to learn new systems and software in a fast-paced environment.
• Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.
• Ability to manage multiple priorities and work independently or as part of a team.
• Capacity to perform in high-pressure situations, with strong organizational and time-management skills.

Note:

As a member of the technology team, they need the ability to be contacted to respond to requests /incidents. The vendor is required to provide the contractor with a smartphone with data service that complies with FDOT agency security requirements. Smartphones must be able to receive security updates from the manufacturer or carrier and maintained throughout the contractor's tenure at the agency.

The contractor will utilize mobile applications such as Outlook, Teams C Service Now, which should also be kept up to date through the platform application store.

Employee Benefits Recommended

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