Technical Support Coordinator

KLC Consulting, Inc.

Requirement for:      Technology Support Coordinator– Ocoee, FL

Contact:                     Maggie Manning: ,

Client:                         Florida Department of Transportation, Turnpike Headquarters, Ocoee, FL 34761

Due Date:                   February 16, 2026 by 3pm EST

Term:                         Through 6/30/2026 with possible renewal, based on excellence in work provided, need and budget availability.

Required Cell Phone by Vendor: As a member of the technology team, they need the ability to be contacted to respond to requests /incidents. The vendor is required to provide the contractor with a smartphone with data service that complies with FDOT agency security requirements. Smartphones must be able to receive security updates from the manufacturer or carrier and maintained throughout the contractor's tenure at the agency. The contractor will utilize mobile applications such as Outlook, Teams & ServiceNow, which should also be kept up to date through the platform application store.

Location: Turnpike Headquarters, Ocoee, FL 34761

Position Summary: Responsible for supporting all technology hardware and software systems in our enterprise environment. Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Provide top-tier service and support with clear and concise communication and follow- through.

Job Responsibilities:

·         Manage the day-to-day activities of their team, including prioritizing support, delegating work, monitoring, and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the IT support specialists.

·         Serve as a high-level resource for their team and the main escalation point for customer service-related issues.

·         Assists with the monitoring and tracking of inventory for the Information Technology cost center.

·         Work closely with the IT leadership to identify areas for improvement in the processes, and workflows to implement strategies, to enhance overall efficiency, user satisfaction, and service quality.

·         Monitor, analyze, and suggest improvements to work processes, for improved efficiencies, while keeping the knowledge library updated for the best experience for our customers and our IT team members.

·         Collaborate with other IT departments to ensure that all service tickets are resolved and responded to promptly for the specified unit.

·         Performs Quality Assurance on customer incidents onsite or at remote sites, by ensuring that Service Level Agreements are met.

·         Responsible for coordinating and scheduling audiovisual setups and video conferencing support

·         Travel to remote locations to provide support, as needed

·         Perform other duties as assigned

Submissions Must Include

1.      Candidate Resume(s) Include relevant experience, certifications, education, etc. related to the services requested in the Scope of Services.

2.      Education, Experience and Skills Matrices

3.      References Provide three (3) clients for which similar services were performed within the past three (3) years.

4.      Exhibit E - Resume Self-Certification Form

Must Complete the following Education, Experience, and Skills Matrices

Must Provide three (3) clients for which similar services were performed within the past three (3) years. References should include:

Reference 1

Reference 2

Reference 3