Overview
Skills
Job Details
Provides front-line technology support by answering and responding to inbound calls/emails in a timely and professional manner, gathering and analyzing information about the customer s issue and determination of the best way to resolve the problem. Provides basic support and troubleshooting, including password resets, printer configurations, break/fix instructions, website content updates, creates accounts and configure hardware as part of onboarding processs, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented. Responsible for ensuring that all support calls/emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.
- CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements: | ||
Years | Required/Preferred | Experience |
3 | Required | Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person). |
2 | Required | Experience working with customers across all levels of technological proficiency. |
2 | Required | Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems |
1 | Required | Experience with Active Directory |
1 | Required | Experience with cloud platforms and technologies like Microsoft Azure |
1 | Preferred | A strong desire to grow and advance within an organization with an opportunistic landscape |
1 | Preferred | A strong desire to grow and advance within an organization with an opportunistic landscape |
III. TERMS OF SERVICE
Services are expected to start 12/01/2025 and are expected to complete by 07/01/2026. Total estimated hours per Candidate shall not exceed 1000 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.
- CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred.
- Strong preference for temp to hire possibility. OCA is looking for candidates that can work well in our environment and would like the ability to potentially hire staff on as full-time employees within a negotiated time frame (not to exceed 6 months).
- WORK HOURS AND LOCATION
Services shall be provided during normal business hours unless otherwise coordinated through the Office of Court Administration. Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.
The primary work location(s) will be at Office of Court Administration, 205 W 14th St, Austin, TX 78701. The working position is On Site