Computer Support Technician II - 55007417

State of Florida•Tallahassee, FL

3d•Onsite

About The Position

This role is responsible for managing and resolving Service Desk support tickets, performing advanced troubleshooting, and delivering exceptional customer service by keeping users informed throughout the process. It includes installing, configuring, and supporting computers, peripherals, and software; coordinating warranty and non‑warranty repairs; and documenting technical procedures and resolutions. The position also provides audiovisual and video conferencing support, participates in statewide IT teams, and contributes to technology projects such as PC replacements, memory upgrades, and operating system deployments.

Requirements

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, procedures, guidelines, and practices relating to desktop standards.
Must be able to perform duties that may include physical activities requiring stooping, squatting, pushing, pulling, crawling, bending, able to lift at least 50 lbs., climbing a ladder, and driving long distances.
This position will be required to respond before, during, and following emergency situations including being subject to On-Call responsibilities in order to handle emergency situations or other unscheduled activities as needed and will be required to carry a cell phone during On-Call periods.
The incumbent of this position may also at times be required to adjust their normal work schedule in order to work during weekends, nights, or holidays to complete projects and other assignments or due to emergency conditions.
High School diploma or equivalent and 2 years of work experience in the installation, maintenance and technical support of workstation hardware.
OR 2 years of experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating systems
OR Technical certifications from workstation training programs such as CompTIA A+, CompTIA Net+, and MCDST may be substituted for 1 year of experience.
Post-secondary education can substitute for the required years of experience on a year for year basis.

Nice To Haves

applicants with SCCM experience will be preferred.

Responsibilities

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 support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or 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.
Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
Participates on statewide teams, both internal and external to the Office of Information Technology.
Provide facts to facilitate the team's decision making process and to achieve the team's goals.
Shares information and receives feedback from other Office of Information Technology 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.