Customer Support Tech - Onsite Jacksonville, FL

Novalink Solutions LLC•Jacksonville, FL

8d•Onsite

About The Position

This role involves providing comprehensive computer and user support, including the installation and configuration of hardware and software, managing upgrades and patches, and offering advanced technical assistance. The technician will monitor and resolve issues from a service ticket queue, documenting all work performed and solutions. Responsibilities also include installing, configuring, and troubleshooting audio-visual and video conference equipment, as well as performing basic network and telephony support. The position requires providing on-site support for remote troubleshooting efforts by other technical staff and involves travel between FDOT locations.

Requirements

High School diploma or equivalent and 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 systems.
Technical certifications from workstation training programs such as CompTIA A+ and Net+ may be substituted for 6 months of experience
OR Associate degree in from an accredited college or university with at least 25% of the completed coursework in Information Technology related courses.
Minimum of 1 year of experience in the installation, maintenance, and technical support of workstation hardware.
Concentration and desire to work in desktop support.
Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others
Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations, as accordingly.
Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.
Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.

Responsibilities

Provide computer and user support including, but not limited to, installation and configuration of hardware and software, upgrades, patches, and advanced technical support.
Monitor service ticket queue and resolve tickets as assigned.
Document work performed and resolutions.
Install, configure, and troubleshoot audio-visual and video conference equipment as assigned.
Perform basic network and telephony support.
Provide on-site support for remote troubleshooting by other OIT technical staff.
Travel between FDOT locations required 25% - 40%.
Configure and deploy Information Technology resources, including desktop, laptops, printers, and mobile devices.
Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures.
Assist in coordinating audio-visual setup and videoconference support.
Assist with annual inventory scanning and equipment surplus.
Install, configure, and update software.
Participate in team projects, meetings and assignments.
Responsible for reading and following the Department’s Procedures and Policies.
Responsible for understanding and enforcing the Department’s Policies and Procedures.
Responsible for documenting solutions to Technology issues.
Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources.
Perform other related duties as assigned.
Ability to lift up to 50 lbs.
Ability to climb a ladder, squat, stoop, push, crawl, and bend in all types of weather.