Customer Support Technician

St Johns River Water Management District•Palatka, FL

2d•Onsite

About The Position

The Customer Support Technician serves as the primary administrator for cellular accounts and provides comprehensive support for mobile devices and telecommunications services. This role is responsible for troubleshooting, maintaining, and supporting mobile devices; managing telecommunications accounts and invoices; procuring hardware and services; and training end users on device functionality and network operations. Additional duties include documenting technical solutions, assisting with contract development, serving as a liaison with vendors, developing user guides, and maintaining procedural documentation. The technician also provides backup support for Help Desk operations by routing service requests and performing routine workstation maintenance and troubleshooting for both hardware and software. This position requires ongoing self-directed training to remain current with emerging technologies and evolving industry standards.

Requirements

Effectively troubleshoot and resolve mobile device and telecommunications issues, administers and verifies telecommunication accounts and invoices, and manages procurement processes for hardware and services.
Provide technical training to end users, document solutions and procedures accurately, assist with contract development and vendor communications, and develop user guides for various cellular models.
Effectively troubleshoot and resolve computer software and hardware issues.
Provide technical training for end users, document solutions, and procedures accurately.
Strong ability in self-directed learning to stay current with evolving technologies, performing routine maintenance on hardware and software, and clear communication with staff, vendors, and supervisors are essential for success in this role.
Customer Service, expertise in installing, configuring, and troubleshooting mobile and computer devices, and working with cellular services.
Ability to analyze and correct issues with District cellular services and billing, administering devices through web portals, utilizing Mobile Device Management tools, and using Microsoft Office applications is essential for success in this role.
Skilled in thoroughly documenting completed work, creating process documentation, and keeping track of mobile assets.
An associate's degree from an accredited college or completion of a two-year program of study from a vocational/technical school in management information systems, computer science or a related field or 2 years of experience with IT service stack or Mobile Device Management.
Valid State of Florida Driver’s License.

Responsibilities

Serves as the primary contact for end user support in troubleshooting mobile devices.
Administrator of telecommunication accounts: AT&T Cellular data, Verizon cellular data, Dept of Management Services, Sprint, T-Mobile, and TW Telecom. Verifies invoices and provides backup documentation prior to payment authorization.
Procures hardware and services to support projects and end-users. Tracks orders and assists in verifying expenditures and encumbrances to ensure projects are within budget.
Provides one-on-one technical training on utilizing District's mobile devices and computer infrastructure. This includes assisting staff in the proper operation of the mobile phone network and other data communications equipment.
Documents technical solutions and inputs into the solutions database.
Assists in the development of new contracts; generates documents required for initiation of contracts, including but not limited to preparing projected and current usage records, assisting contract administrator and vendors with supporting documentation and serves as business liaison to vendors.
Creates "How To" guides for cellular devices and manages instructions for job duties in the OIT knowledge base.
Trains and studies for self-improvement to stay abreast of current technologies and developments relevant to the needs of the district.
Performs routing of request, routine maintenance, and troubleshooting of computer hardware and software, as required.