Support Specialist - Help Desk

FLORIDA ASSN CRT CLERKS INC•Tallahassee, FL

15h•Onsite

About The Position

This position is responsible for the initial intake of all end users service request through calls, e-mails, faxes, web-apps and mail. This includes making an initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. This position addresses and resolves basic incidents and request; logs all incidents and request; engages other service desk resources for escalation to resolve incidents that are beyond the scope of their ability in a timely manner.

Requirements

Associate's Degree Or the equivalent working experience.
Four (4) years customer service experience preferred technical service desk support.
Individual should be motivated with a high level of communication, analytical, and instructional skills.
Professional and nonprofessional experience as described above can be substituted on a year-for-year basis for the required education.
Possess extensive working knowledge of customer service skills.
Possess excellent customer service skills.
Possess a strong work ethic and ability to interact well with others. Must be self-motivated and team oriented.
Possess excellent organizational, prioritization and strong time management skills. Must be able to work with tight deadline and multitask.
Requires excellent written and verbal communication skills.
Employee must be dependable and reliable.
The position requires the ability to work with a personal computer and peripheral equipment in a Windows environment.
Have the ability to utilize Microsoft Suite, familiarity with computers, printers and standard office machines.
Must be PCI compliant

Nice To Haves

Prior working experience with the court operations or working experience with state agency

Responsibilities

Responsible for responding to service desk phones lines, faxes, voicemail, web-apps and email which will provide support to end-users in a timely and courteous manner.
Understands and follows proper elevation procedure for classifying incidents, providing initial incident support, and prioritize incidents based on impact and urgency of certain call and customer types.
Ensure all incident and service requests are tracked in the Service Desk incident management tool and that the incident management tool is maintained as directed by the Service Center Manager.
Responsible for responding to standard Tier 1 incidents tickets upon initial customer contact.
If the incident/customer request is beyond the scope of their ability or responsibility, they will correctly log incident/request into the Service Center incident management tool.
Provide immediate notification to appropriate staff of escalated issues or complaints.
Review the incident management tool on a daily basis and provide status reports concerning outstanding problem requests to designated staff, Help Desk Supervisor and/or Administrator.
Relay written and verbal solutions to customers as directed by Help Desk Supervisor, Application Support Analyst or Administrator.
Continuously develop operational and technical knowledge through coordination and discussions with the Service Center.
Provide recommendations for corrections, upgrades and enhancements for applications and procedures to designated staff members.
Communicate with coworkers, management, staff, Clerk’s offices, the general public, and others in a courteous and professional manner.
Conform with and abide by all regulations, policies, work procedures, safety rules and regulations and instructions.
Respond promptly and professionally when returning telephone calls and replying to correspondence, E-mail, and faxes.
Use good grammar and professional writing skills.
Provide high quality customer service to all internal and external customers.
Learn basic business logic process for each application supported.
Continue to maintain knowledge on the application software as upgrades, release and legislative changes occur.