Computer Technician

Computer Technician #1183 IT Department | Tallahassee, FL Minimum starting salary $40,961.51 with an excellent benefits package including employer paid pension contribution | Employees of The Florida Bar are eligible to apply for the Public Service Loan Forgiveness Program (PSLF). Summary function: Provide technical support and incident response for all software, hardware, and network issues assisting to all Bar Staff, Members, and the Public by performing problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; pass more complex end-user problems on to Senior IT Support Specialist; conduct hardware and software inventory; and perform related work as required. Required minimum education: High School Diploma (or its equivalency). Required minimum professional work experience: One (1) or more years of experience with one or more of the following: Microsoft Windows, Microsoft Office, IBM Lotus Notes; Familiarity with: Various Microsoft Windows applications and utilities. Previous customer service experience.

Essential Duties and Responsibilities:

Provide Tier 1 support for all Information Technology products and services in a call center environment. Engage in research and in-depth troubleshooting to determine the most effective manner to resolve issues. Elevate complex and/or high priority issues to the appropriate support groups for resolution. Record required information in the IT Service Desk Ticket System. Update tickets with appropriate entries of activities, and close tickets with resolution entered upon completion of the job. Verify that solution effectively resolved issue through verbal or email follow up. Deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals. Coordinate timely repair of equipment covered by third-party vendor maintenance agreements. Perform minor desktop hardware repair for equipment and peripherals that are not covered by third-party vendor maintenance agreements. May also include installing local area network cabling and equipment, such as hubs and switches. Responsible for obtaining and maintaining a high level of technical competence in order to understand and recommend new technology and techniques to resolve user needs. Will be expected to keep skills current through continued education. Work on IT Service Desk related projects as assigned by supervisor.

Knowledge:

-Basic LAN/WAN networking

• Desktop operating systems
• Internet technologies and products

Skills:

-Effective Customer Service

• Computer hardware, software, and network troubleshooting and repair
• PC peripheral troubleshooting and repair
• Microsoft Windows Operating Systems
• Microsoft Office
• Web Browsing

Abilities:

-Deliver technical customer support over the phone in a call center environment

• Identify, troubleshoot and resolve a wide range of technical computer related problems
• Communicate effectively and professionally, both verbally and in writing with staff and the public
• Accurately track and document IT Service Desk calls
• Track and report time
• Interpret policies and procedures
• Work in a team environment -Ability to sit for long periods of time -Hear and converse over the telephone -Key/work frequently on a computer -Lift 5 to 20 lbs -Work normal business hours: 8:00 a.m. - 5:30 p.m. Mon-Fri (occasional nights and/or weekends) -Minimal travel, potential travel includes: Training, Conferences and Software Implementation

Please notify HR, in advance, if you need reasonable accommodations to participate in the employment process. EOE. This organization participates in E-Verify. Position is open until filled. Non-Exempt position. This position is in an in-office position, located in Tallahassee, Florida and is not a remote position.