COMPUTER SUPPORT TECHNICIAN III - 55010822

State of Florida•Doral, FL

2d•Onsite

About The Position

This position will support the agency by ensuring reliable and efficient technology operations through advanced troubleshooting, hardware and software installation, and ongoing user support. It strengthens the IT environment by mentoring technicians, coordinating key technology projects, and assisting with statewide initiatives. By managing service desk tickets, maintaining accurate documentation, and delivering strong customer service, the role helps staff stay productive and contributes directly to the agency’s mission.

Requirements

Knowledge of Microsoft products, including operating systems, Office Suite and Outlook in a network environment; advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
Skills in Installing and providing technical support for software applications, operating systems, and personal computer hardware
Perform advanced troubleshooting on various manufacturers of computers; ability to plan, organize, manage and track projects
Ability to Perform advanced troubleshooting on various manufacturers of computers
Plan, organize, manage and track projects
Communicate effectively both verbally and in writing
Read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards
Mentor, train and support other technicians.
3 years of work experience in the installation, maintenance and technical support of workstation hardware and High School diploma or equivalent.
OR 2 years of experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating systems; applicants with SCCM experience will be preferred.
OR Technical certifications from workstation training programs such as CompTIA A+, CompTIA Net+, and MCDST may be substituted for 1 year of experience.
OR Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.

Responsibilities

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.
Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
Provides technical leadership and mentoring for other Technicians.
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.
Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
Provides Tier III advanced support for other Technicians as needed or assigned.
Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project etc.
Installs, maintains, and supports specialized software applications as assigned.
Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
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.
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.