Customer Support Technician

Job Details: -

Job ID: PR695196-R134556.

Job Title: Customer Support Technician

Client: State OF Florida - Department of Transportation (FDOT)

Duration: 6 Months (With possible extension)

Location: Gainesville, FL 32609

Job Roles:

• Monitors Service Desk queue and resolves support tickets as assigned.

• 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.

• Provides high level of customer service by providing status and information to the customer.

• Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.

• Performs advanced troubleshooting to determine cause of problem.

• Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.

• Works with staff on issues outside their areas of responsibility as needed.

• Provides hardware and software technical training and professional development for other Technicians as needed or assigned.

• Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.

• Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc

• Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.

• Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).

• Provide facts to facilitate the team's decision-making process and to achieve the team's goals.

• Shares information and receives feedback from other OIT staff as appropriate.

• Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.

• Coordinates service calls and repairs for warranty and non-warranty items.

• Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.

• Installs, maintains, and supports specialized software applications as assigned.

• Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.

• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.

• Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

• Works in multiple teams as a team member.

Required Skills & Experience:-

• Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/ troubleshooting skills.

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