OFFICE AUTOMATION SPECIALIST II - 73004020

State of Florida•Tallahassee, FL

1d•$36,324 - $40,148•Onsite

About The Position

This is an entry-level position providing Service Desk technical support for hardware, software, and network connectivity issues. The incumbent will follow established policies and procedures for incident and service request management using an IT Service Management (ITSM) tool. Responsibilities include assisting Department of Revenue (DOR) staff and external customers to identify and resolve technical issues, including hardware, software, and password problems. The role also involves training users on proper use of equipment and applications, responding to inquiries, and performing service desk desktop support tasks. The incumbent must adhere to Incident Management and Request Fulfillment processes and develop and maintain documentation for systems and users.

Requirements

Two (2) years of experience providing customer service or technical support in a help desk, service desk, call center, or IT support environment.
Experience with computer hardware, desktop operating systems, and common software applications.
Experience in troubleshooting common technical issues such as password resets, account access, printing, or connectivity problems.

Responsibilities

Provide Service Desk technical support for hardware, software, and network connectivity issues.
Follow established policies and procedures for incident and service request management using an IT Service Management (ITSM) tool.
Assist Department of Revenue (DOR) staff and external customers to identify and resolve technical issues, including hardware, software, and password problems.
Train users on proper use of equipment and applications.
Respond to inquiries.
Perform service desk desktop support tasks.
Adhere to Incident Management and Request Fulfillment processes.
Develop and maintain documentation for systems and users.