Tech Support Analyst Sr

Job Title

Tech Support Analyst Sr

Location

Clerk of Courts - Orlando, FL US (Primary)

Category

Technical

Salary Grade

24.97 - $33.18

Job Type

Full-time

Job Description

General Description

Provide client facing support and services for hardware, software, and applications issues.

Essential Duties

Employees performing in this job function may perform some or all of these duties. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Capture, evaluate, prioritize, resolve or escalate incoming telephone, voice mail, e-mail, tickets, and in-person requests from users experiencing problems with computing hardware, software, networking, mobile, telephony and other user related technologies.
• Provide Tier 1 and Tier 2 desktop and mobile support, limited Tier 1 and 2 application support, and limited Tier 1 network support.
• Maintain logins, passwords, and security access for user access accounts.
• Assist in major network application upgrades and deployment of software to desktops.
• Install, upgrade, move and maintain desktop, laptop, printers, scanners, and peripherals.
• Tier 1 support for both desktop and mobile telecommunications equipment and services.
• Troubleshoot hardware, software and application problems. Repair maintain and upgrade computer / software equipment as required.
• Provide end user support for Tier 1 malware avoidance and event remediation.
• Manage processes and procedures to prevent data loss / data exposure of sensitive court data by application of encryption technologies and media destruction in compliance with compliance with U.S. National Institute of Standards and Technology (NIST) Special Publication 800-88-Rev1, Guidelines for Media Sanitation in the U.S. markets.
• Update and maintain Incident Reports.
• Maintain technology-related asset records including manage equipment receipt, return, tracking and disposal procedures.
• Contact and coordinate with vendors and service providers to request service regarding defective products, maintenance repairs and services.
• Manage in Active Directory contacts and list membership to verify and distribute reports to other divisions, external customers and agencies.
• Train users in self-service issue resolution to address commonly reported and simple issues.
• Document issues and solutions for future resolution of similar issues; recommend and develop process improvements. Maintain knowledge base for resolutions.
• Provide training, mentoring and support to peer analysts in fulfilling job responsibilities.
• Provide afterhours technical support (on-call / rotation) as needed.
• Communicate with management, co-workers, staff, and the general public in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Act, dress, and behave in a professional manner.

Knowledge, Skills and Abilities

Job Requirements

Minimum Qualifications

Required :

Physical Requirements :

of Hires Needed

Closing Date

Salary : $25 - $33