Role: Customer Support Analyst

Location: Jacksonville, FL- Onsite

Contract

*Local Candidates Only

Scope of Work:

1. This position reports to the Operations / Support Manager and will be performing Level 2 SD and Desktop technical support, along with operations monitoring.

Specific Requirements:

1. Associate’s degree, or 2 additional years equivalent experience.
2. 2 years / Related experience / supporting current windows desktop technologies, local area networks, and some exposure to Microsoft server. Four years of education and/or experience in information technology as described in the primary duties and responsibilities section, which includes a minimum of two of those four years of practical hands-on experience.
3. Requires periodic work during evening/weekend hours to provide support and project implementation.
4. The Computing Technology Industry Association (CompTIA) A or CompTIA Network certifications are required.
5. Must pass the Criminal Justice Information Services (CJIS) background screening performed by the Jacksonville Sherriff’s Office
6. A valid driver's license is required and must be maintained during employment

Deliverables:

1. Audio and Visual evaluations and installations – a plus
2. Perform employee onboard and offboarding procedures
3. Conduct lifecycle replacement of computers, laptops and thin clients
4. Deploy, upgrade and manage mobile devices
5. Install, deploy and support a wide range of PC hardware and PC related applications, Windows and Mac
6. Interact with users in-person daily on technology use, ITIL accepted practices and issue resolution.
7. Monitor and troubleshoot network performance and resolve issues such as internet bandwidth problems, ISP issues and firewall / router changes
8. Provide Tier 2 desktop and application support, including new user setups, line of business application support, and hosted application support.

Timelines:

1. Minimum of 6 months with option to hire at the end of six months or earlier.

Job Specifications:

Note: You must be authorized to work in the United States without sponsorship from the City of Jacksonville.

The City of Jacksonville is an Equal Opportunity/Equal Access Employer. The City does not discriminate on the basis of race, color, national origin, marital status, gender, religion, age or disability in employment or the provision of services.

All current Microsoft Desktop Operating Systems (Latest current OS)

Proficiency with Microsoft Office Suite

Exposure to Microsoft Windows Server (Latest current OS)

Active Directory Account Management, Group Policy within the Windows Desktop

Solid understanding of TCP/IP network fundamentals and related equipment (switches, routers, wireless etc.)

Experience with multi-user remote access technologies preferred, but not required.

A and N

Audio and Visual experience a plus

Flexibility to accommodate after-hours and weekend client and team member needs

Strong communication skills both verbal and written

Excellent customer service skills

Ability to research, analyze, identify viable options, draw sound conclusions, present findings, and make thoughtful recommendations considering overall risk and short-term and long- term impact

Excellent written and verbal communication skills required.

Must be able to obtain CJIS certification.

Valid Florida Driver’s License.