Description :

The purpose of this classification is to perform technical work functions associated with supporting of cellular equipment and proper ticket resolutions to ensure user satisfaction.

Duties include following established processes for the assignment, support and administration for all cellular equipment.

Work is performed under administrative direction with latitude for exercising initiative and independent judgement. Work is reviewed through observation, evaluation of tasks completed, and results achieved.

The following duties are normally performed by this position. These are not to be construed as exclusive or all-inclusive.

Other duties may be required and assigned.

• The most important and essential job function is dependability and includes the following : regular attendance, working as a team member, functioning under intense time pressure, and the ability to work day, afternoon, night and rotating shifts, including weekends and holidays, at any location, according to agency needs.
• Serves the public and fellow employees with professionalism, integrity, respect, and fairness in full accord with the letter and spirit of the Palm Beach County Sheriff’s Office Guiding Principles.
• Supports customers by phone, email or walkup
• Performs OS updates to smartphone and other cellular devices
• Performs configuration setups on new cellular installations and works with users to answer any questions regarding the functionality of the device
• Provides education, training, information and assistance to users and other members in Information Technology
• For cellular equipment assignments, assures that current and new records are kept up to date. Any record requiring correction will be completed to assure accurate data
• Creates, updates, resolves support tickets in queue. Will escalate support tickets that will require additional time or expertise that may be required to resolve an issue.
• Provides cellular reports to management
• Communicates with management regarding any problems, major incidents or reported outages.

ADDITIONAL FUNCTIONS

• Provides assistance or coverage to other employees as needed.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS

High school diploma or GED; supplemented by college level coursework or vocational / technical training in computer science, repair, operations or related field;

supplemented by two (2) years previous experience and / or training involving customer service, call center support, application software, related hardware peripherals, ticketing system work documentation and / or related service desk work.

Alternatively, any equivalent combination of education, training and experience which provides the requisite knowledge, skills and abilities for the job.

SPECIAL REQUIREMENTS

Must successfully complete a background investigation including polygraph or voice stress test. Mandatory pre-employment physical and drug screening tests are required.

Must possess and maintain a valid Florida driver’s license (Class E ).

PERFORMANCE APTITUDES

• Verbal Aptitude : Requires the ability to utilize a wide variety of reference, descriptive, advisory and / or design data and information.
• Mathematical Aptitude : Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages;

may include ability to perform mathematical operations involving basic algebraic principles and formulas, and basic geometric principles and calculations.

Functional Reasoning : Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form;

and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.

• Situational Reasoning : Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Data Utilization : Requires the ability to evaluate, audit, deduce, and / or assess data using established criteria. Includes exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.
• Human Interaction : Requires the ability to provide guidance, assistance, and / or interpretation to others regarding the application of procedures and standards to specific situations.
• Equipment, Machinery, Tools, and Materials Utilization : Requires the ability to operate and control the actions of equipment, machinery, tools and / or materials requiring complex and rapid adjustments.

ADA COMPLIANCE

Physical Ability : Tasks involve the regular and, at times, sustained performance of moderately physically demanding work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and that may involve the lifting, carrying, pushing, and / or pulling of moderately heavy objects and materials (20-50 pounds).

Sensory Requirements : Some tasks require the ability to perceive and differentiate colors or shades of colors, sounds, odor, depth, texture, and visual cues or signals.

Some tasks require the ability to communicate orally.

Environmental Factors : Performance of essential functions may require exposure to adverse environmental conditions, such as odors, noise extremes, machinery, electric currents, traffic hazards, or bright / dim lights.

Tasks and Responsibilities :

Diagnose, troubleshoot and repair devices

Provide recommendations for problem resolution

Explain complex technical issues to customers in a non-technical, simple to understand manner

Ensure that all repairs meet or exceed quality standards

Keeping management updated when problems arise

Greet customers in a friendly manner and maintain a positive work environment

Answer phone calls to the store with a professional, courteous and friendly demeanor

Ensure that customers have an enjoyable experience by providing superior customer service and exceeding customer expectations

Keep track of all devices and inventory while safeguarding all store stock

Experience working with Cellular Carriers such as, AT&T, Verizon and T-Mobile

Experience with Carrier Support Portals

BASIC QUALIFICATIONS- Outstanding customer service skills

Excellent technical, problem solving, and analytical skills

Exceptional organizational skills

Strong written and oral communication skills

Proficient in Microsoft Office

Work well in team environment

Ability to work 40 hours a week that could include some weekends and holidays

Open to Overtime

High school diploma or GED

PREFERRED QUALIFICATIONS- A Certification

Apple Certified Macintosh Technician (ACMT)

Apple Certified iOS Technician (ACIT)

Experience repairing electronics, smartphones, PC / MACs, and game consoles

Technical degree or certification in Electronics or Consumer Electronics

Previous experience working support at one of the cellular carriers’ box outlets

Experience Level : Intermediate Leve

Intermediate Leve

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Last updated : 2024-06-13