OFFICE AUTOMATION SPECIALIST II - 73001487
About The Position
If you have a desire to use your talent and skills at an organization that provides critical services to millions of individuals, businesses and families across the state, the Florida Department of Revenue invites you to apply to become an essential member of our team. We are committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability. To learn more about the Department of Revenue’s excellent array of benefits, including career training, tuition waivers, paid vacations, insurance, and retirement programs, visit our website. JOB SUMMARY: 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; or an equivalent combination of training and experience.
- 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.
- Experience documenting requests or incidents using a ticketing or service management system.
- Experience in explaining technical information to non-technical users both verbally and as written communications.
Responsibilities
- providing Service Desk technical support for hardware, software, and network connectivity issues
- following established policies and procedures for incident and service request management using an IT Service Management (ITSM) tool
- assisting Department of Revenue (DOR) staff and external customers to identify and resolve technical issues, including hardware, software, and password problems
- training users on proper use of equipment and applications
- responding to inquiries
- performing service desk desktop support tasks
- adhering to Incident Management and Request Fulfillment processes
- developing and maintaining documentation for systems and users
Benefits
- health insurance
- life insurance
- tuition waivers
- paid sick and personal leave
- paid parental leave
- 10 paid holidays annually
- retirement savings
- vision and dental insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
