Support Specialist - Help Desk

Support Specialist - Help Desk

Located in Tallahassee, Florida, the Florida Association of Court Clerks & Comptrollers is a statewide, non-profit member association. The association is comprised of the Florida Clerks of the Circuit Court and Comptrollers. FACC Services Group, LLC, dba CiviTek Solutions was established in 1991 to provide financial and technical services for the Clerks of Circuit Court and Comptrollers of the State of Florida. CiviTek is a wholly-owned subsidiary of the Florida Association of Court Clerks, Inc. (FCCC)

A Brief Overview

This position is responsible for the initial intake of all end users service request through calls, e-mails, faxes, web-apps and mail.  This includes making an initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. This position addresses and resolves basic incidents and request; logs all incidents and request; engages other service desk resources for escalation to resolve incidents that are beyond the scope of their ability in a timely manner.

What you will do

• Responsible for responding to service desk phones lines, faxes, voicemail, web-apps and email which will provide support to end-users in a timely and courteous manner.
• Understands and follows proper elevation procedure for classifying incidents, providing initial incident support, and prioritize incidents based on impact and urgency of certain call and customer types. Ensure all incident and service requests are tracked in the Service Desk incident management tool and that the incident management tool is maintained as directed by the Service Center Manager. Responsible for responding to standard Tier 1 incidents tickets upon initial customer contact.  If the incident/customer request is beyond the scope of their ability or responsibility, they will correctly log incident/request into the Service Center incident management tool.
• Provide immediate notification to appropriate staff of escalated issues or complaints. Review the incident management tool on a daily basis and provide status reports concerning outstanding problem requests to designated staff, Help Desk Supervisor and/or Administrator.
• Relay written and verbal solutions to customers as directed by Help Desk Supervisor, Application Support Analyst or Administrator. Continuously develop operational and technical knowledge through coordination and discussions with the Service Center. Provide recommendations for corrections, upgrades and enhancements for applications and procedures to designated staff members.
• Communicate with coworkers, management, staff, Clerk’s offices, the general public, and others in a courteous and professional manner. Conform with and abide by all regulations, policies, work procedures, safety rules and regulations and instructions. Respond promptly and professionally when returning telephone calls and replying to correspondence, E-mail, and faxes. Use good grammar and professional writing skills. Provide high quality customer service to all internal and external customers. Learn basic business logic process for each application supported. Continue to maintain knowledge on the application software as upgrades, release and legislative changes occur.
• No Relocation or Sponsorship available. 

Qualifications

• Associate's Degree Or the equivalent working experience. Required  
•  Four (4) years customer service experience preferred technical service desk support.   Required and
•  Individual should be motivated with a high level of communication, analytical, and instructional skills.  Required and
•  Professional and nonprofessional experience as described above can be substituted on a year-for-year basis for the required education.  Required and
•  Prior working experience with the court operations or working experience with state agency  Preferred 
• Possess extensive working knowledge of customer service skills. 
• Possess excellent customer service skills. 
• Possess a strong work ethic and ability to interact well with others. Must be self-motivated and team oriented. 
• Possess excellent organizational, prioritization and strong time management skills. Must be able to work with tight deadline and multitask. 
• Requires excellent written and verbal communication skills. 
• Employee must be dependable and reliable. 
• The position requires the ability to work with a personal computer and peripheral equipment in a Windows environment.  Have the ability to utilize Microsoft Suite, familiarity with computers, printers and standard office machines. 
• Must be PCI compliant  

Working Conditions

• Noise - Rarely

Florida Association of Court Clerks and Comptrollers/Civitek offers a dynamic business culture that values, encourages, and includes the thinking and collaboration of our employees. We’re driven by the need to build something better! Civitek creates technology solutions that protect revenue, save time, and free up resources for Florida’s Clerks and Comptrollers. What remains constant throughout our history of transformation is our dedication to our clerks, their constituents, our employees, and to the values on which Civitek was built: integrity, member/customer focused, simplicity, innovation, collaboration, ownership, and bring JOY.

Our employees enjoy an exceptional benefits package, including health, dental, vision, life, disability, paid leave time, a 401(k) plan, paid holidays, professional development, and an employee discount program.

So if you are ready to be a part of building something better, join our team!

Florida Association of Court Clerks and Comptrollers / CiviTek Solutions