Computer Technician

The Florida Bar • Tallahassee, FL

1d • $0 - $40,962 • Onsite

About The Position

The Computer Technician provides Tier 1 technical support and incident response for software, hardware, and network issues affecting Bar staff, members, and the public. The role diagnoses problems and guides users through solutions in a call-center environment, communicates technical information professionally, and escalates complex issues to the appropriate support personnel. The technician records and updates service desk tickets, confirms that issues are resolved, and maintains hardware and software inventories.

The position also delivers, tags, sets up, and helps configure end-user hardware, software, and peripherals; coordinates equipment repairs covered by vendor maintenance agreements; and performs minor repairs on equipment not covered by those agreements. Work may include installing local area network cabling and equipment such as hubs and switches. The technician is expected to maintain technical competence through continued education and to work on service desk projects as assigned by a supervisor.

This is an in-office position in Tallahassee, Florida. Normal business hours are 8:00 a.m. to 5:30 p.m., Monday through Friday, with occasional nights or weekends and minimal travel that may include training, conferences, and software implementation.

Requirements

• High school diploma or equivalent.
• One or more years of experience with one or more of the following: Microsoft Windows, Microsoft Office, or IBM Lotus Notes.
• Familiarity with various Microsoft Windows applications and utilities.
• Previous customer service experience.
• Knowledge of basic LAN/WAN networking, desktop operating systems, and internet technologies and products.
• Skills in customer service; computer hardware, software, and network troubleshooting and repair; PC peripheral troubleshooting and repair; Microsoft Windows operating systems; Microsoft Office; and web browsing.
• Ability to provide technical customer support by telephone in a call-center environment; identify, troubleshoot, and resolve computer-related problems; communicate effectively and professionally verbally and in writing; interpret policies and procedures; and work in a team environment.
• Ability to sit for long periods, hear and converse over the telephone, work frequently on a computer, and lift 5 to 20 pounds.
• Ability to work normal business hours, Monday through Friday, 8:00 a.m. to 5:30 p.m., with occasional nights and/or weekends.
• Minimal travel may be required, including travel for training, conferences, and software implementation.

Responsibilities

• Provide Tier 1 support for Information Technology products and services in a call-center environment.
• Research and troubleshoot issues to determine effective resolutions, escalating complex or high-priority issues to appropriate support groups.
• Record required information in the IT Service Desk Ticket System, update tickets with activity, and close tickets with documented resolutions.
• Verify that solutions resolved issues through verbal or email follow-up.
• Deliver, tag, set up, and assist with configuring end-user hardware, software, and peripherals.
• Coordinate timely repair of equipment covered by third-party vendor maintenance agreements.
• Perform minor desktop hardware and peripheral repairs for equipment not covered by third-party vendor maintenance agreements.
• Install local area network cabling and equipment, such as hubs and switches, as needed.
• Maintain technical competence and keep skills current through continued education.
• Work on IT Service Desk-related projects as assigned by the supervisor.
• Track and report time and accurately document service desk calls.

Benefits

• Excellent benefits package, including an employer-paid pension contribution.
• Employees are eligible to apply for the Public Service Loan Forgiveness Program (PSLF).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED