Customer Support Technician in Florida

Customer Support Technician

6 Months+

Face-to-Face Interviews:

At the hiring manager’s discretion, interviews may be conducted via Microsoft Teams or in person.

Telecommuting:

Teleworking is not authorized for this position.

Work Hours:

Flexibility to work hours between 7:00 AM & 6:00 PM Monday - Friday, either on a rotation or as part of a regular and on-call work schedule.

Education:

High School Diploma or equivalent.

Experience:

1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.

Primary Job Duties/ Tasks:

• 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.

Job Specific Knowledge, Skills, and Abilities (KSAs):

• General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
• General knowledge of computer software and hardware relative to personal computer, local area network/wide area network environments.
• Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
• Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.