Tier 2, Technical Support

TalentoHC has partnered with a government agency in Daytona, FL that is looking to grow their technical support function to support their 900 users by adding a Tier 2 Technical Support associate. The ideal candidate will have a proven track record of owning complex IT projects, 3rd party applications support and providing excellent end-user experience. From desktops to mobile devices, you'll ensure everything functions seamlessly - analyzing needs, presenting solutions, and keeping the hardware and software updated.

Responsibilities:

• You'll collaborate on strategic project plans for hardware/software upgrades and migrations, ensuring a smooth user experience.
• As a trusted advisor to user agencies, you'll analyze current and future needs, recommending solutions.
• Leverage your research and analytical skills to validate plans using various methods, including testing and pilot sites.
• Evaluate and recommend specialized third-party applications to enhance our technology stack.
• Take charge with a device management system like Intune, ensuring security and efficiency.
• Lead and manage multiple computer projects, optimizing resource allocation and implementation.
• Independently manage projects, determining resource requirements (personnel, hardware, software) and employing creative solutions.
• Develop or utilize automation tools to streamline tasks and gather valuable information.
• Provide exceptional help desk support, resolving technical issues and user queries related to desktops, applications, and network connections.
• Conduct in-depth technical research on hardware, software, network connectivity, and applications to provide high-level support.
• Design user-centric hardware and software systems to meet specific needs.
• Coordinate the seamless implementation of new user-facing hardware and software systems.
• Maintain and update existing systems for optimal performance, acting as the system guardian.
• Review and upgrade systems with a focus on future growth and capacity needs.
• Ensure functionality meets design requirements through rigorous testing of implementations, updates, and upgrades.
• Develop clear user documentation and provide ongoing operational support for user computer systems.
• Bridge the gap between different computer platforms by designing, installing, testing, and maintaining interfaces.
• Troubleshoot connectivity issues to keep everything running smoothly.
• Identify recurring user issues and develop solutions for prevention.
• Champion automation by streamlining workflows through automation of frequently performed tasks.
• Document best practices by developing and documenting production and standard operating procedures.
• Deliver training presentations to colleagues and end-users, ensuring knowledge transfer.
• Be prepared for on-call support to resolve critical technical difficulties 24/7.
• Qualifications:Bachelor's degree in a relevant field such as Business Administration, Computer Science, or Mathematics.
• At least 2 years of hands-on experience in providing technical support.
• Equivalent combination of education and experience will be considered.
• Possession of a valid driver's license as required by the state.
• Familiarity with organizational procedures and protocols.
• Sound understanding of modern office practices and equipment.
• In-depth knowledge of computer hardware, software, and peripherals.
• Proficiency in local and wide-area network (LAN/WAN) technologies.
• Awareness of relevant federal, state, and local regulations and ordinances.

Talento Human Capital Management is an equal opportunity employer. People are at the center of what we do! Our organization continues to thrive through our ongoing commitment to building an inclusive and diverse workforce from different backgrounds, perspectives, and skills is how.

People Passion Perseverance = Progress.