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Technical Support Specialist 16477781
Tallahassee, FloridaJob Summary: The Technical Support Specialist will provide software and hardware support to customers. The candidate will be responsible for troubleshooting and restoring technical service and equipment problems, analyzing, and diagnosing faults and symptoms using established processes and procedures. The candidate will also maintain knowledge database and call tracking database to enhance quality of problem resolutions. The candidate will work in a team setting, sharing information and assisting others with calls.
Key Responsibilities:
• Troubleshoot computer systems and related software
• Provide technical assistance and routine maintenance of specialized software applications
• Provide support for other IT related hardware devices such as networked printers, smartphones, etc.
• Provide Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues
• Perform advanced troubleshooting to determine the cause of problems
• Install, configure, and provide support, monitor Service Desk queue and resolve support tickets as assigned
• Participate in and coordinate projects, share information and receive feedback from other OIT staff as appropriate
• Generate and maintain detailed technical documentation, coordinate service calls and repairs for warranty and non-warranty items
• Provide Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assist with reserving, setting up, and troubleshooting of AV and VC equipment.
Qualifications:
• High School diploma or equivalent required
• 1 year of work experience in the installation, maintenance, and technical support of workstation hardware or 1 year of experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating system
• Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for one (1) year of experience
• Bachelor or associate degree in computer science, Information Technology or a closely related field from an accredited college or university is preferred
Knowledge, Skills, and Abilities:
• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
• Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
• Ability to do advanced troubleshooting on various manufacturers of computers
• Ability to plan, organize, manage, and track projects • Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department's policies
Key Responsibilities:
• Troubleshoot computer systems and related software
• Provide technical assistance and routine maintenance of specialized software applications
• Provide support for other IT related hardware devices such as networked printers, smartphones, etc.
• Provide Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues
• Perform advanced troubleshooting to determine the cause of problems
• Install, configure, and provide support, monitor Service Desk queue and resolve support tickets as assigned
• Participate in and coordinate projects, share information and receive feedback from other OIT staff as appropriate
• Generate and maintain detailed technical documentation, coordinate service calls and repairs for warranty and non-warranty items
• Provide Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assist with reserving, setting up, and troubleshooting of AV and VC equipment.
Qualifications:
• High School diploma or equivalent required
• 1 year of work experience in the installation, maintenance, and technical support of workstation hardware or 1 year of experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating system
• Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for one (1) year of experience
• Bachelor or associate degree in computer science, Information Technology or a closely related field from an accredited college or university is preferred
Knowledge, Skills, and Abilities:
• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
• Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
• Ability to do advanced troubleshooting on various manufacturers of computers
• Ability to plan, organize, manage, and track projects • Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department's policies