Computer Technician
About The Position
The Computer Technician provides Tier 1 technical support and incident response for software, hardware, and network issues affecting Florida Bar staff, members, and the public. The role diagnoses problems, guides users through step-by-step solutions in a call center environment, communicates technical solutions professionally and in user-friendly terms, and escalates complex issues to the Senior IT Support Specialist or appropriate support groups. The position also maintains hardware and software inventory and performs related work as required. The technician records and updates service desk tickets, documents activities and resolutions, and follows up to verify that issues have been resolved. Duties include delivering, tagging, setting up, and configuring end-user hardware, software, and peripherals; coordinating vendor-covered repairs; performing minor repairs on equipment not covered by vendor agreements; and potentially installing LAN cabling and equipment such as hubs and switches. The position may support IT Service Desk projects and requires maintaining technical competence through continued education. This is an in-office, non-exempt position in Tallahassee, Florida. The position is open until filled.
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 phone in a call center environment; identify, troubleshoot, and resolve a wide range of computer-related problems; communicate effectively and professionally verbally and in writing; accurately track and document service desk calls; interpret policies and procedures; and work in a team environment.
- Ability to work normal business hours, 8:00 a.m. to 5:30 p.m., Monday through Friday, with occasional nights and/or weekends.
- Ability to sit for long periods, hear and converse over the telephone, work frequently on a computer, and lift 5 to 20 pounds.
Responsibilities
- Provide Tier 1 support for Information Technology products and services in a call center environment.
- Research and troubleshoot issues in depth to determine effective resolutions.
- Escalate complex or high-priority issues to the appropriate support groups.
- Record required information in the IT Service Desk Ticket System, update tickets with activities, and enter resolutions when closing tickets.
- Follow up verbally or by email to verify that solutions resolved the issue.
- Deliver, tag, set up, and assist with configuration of end-user hardware, software, and peripherals.
- Coordinate timely repairs for 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.
- Potentially install local area network cabling and equipment, including hubs and switches.
- 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.
Benefits
- Excellent benefits package including an employer-paid pension contribution.
- Eligibility to apply for the Public Service Loan Forgiveness Program (PSLF).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
