job summary:
Scope of Services
The Customer Support Technician will provide Tier I software support for systems used by the Office of WorkProgram and Budget (OWPB), working primarily within the Work Program & Budget Systems Support unit. This unit is responsible for technical and programming assistance, generating automated reports, andcoordinating with the Office of Information Systems for system enhancements and maintenance. The positionwill assist in maintaining and modernizing legacy mainframe systems, converting mainframe reports intomodern software solutions, and troubleshooting both mainframe and contemporary financial managementsystems under the guidance of senior technical staff.While the primary focus is on the Work Program & Budget Systems Support unit, this role indirectly supportsother OWPB offices by ensuring the reliability and functionality of software systems they depend on. Theseinclude offices responsible for budget development and monitoring, federal aid management, financialplanning and resource allocation, strategic operations, production management, and work programdevelopment. By providing Tier I software support, the position contributes to the smooth operation ofprocesses such as legislative budget requests, federal obligation planning, financial performance monitoring,and the development of the Five-Year Work Program.Responsibilities include diagnosing and resolving basic software issues, escalating complex problems to seniortechnical staff, and maintaining accurate support data in tracking systems. The position will assist indebugging and troubleshooting mainframe environments, support data integration and report conversiontasks, and collaborate with development teams to align with technical direction and standard practices.Participation in quality improvement activities and learning best practices for system modernization are alsoessential elements of the role.This entry-level position operates at a Tier I support level for low-to-medium complexity software issues,functioning under general supervision. It offers opportunities for learning and professional growth, particularlyin the realms of mainframe and modern software systems used within OWPB.5
Education
Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, InformationSystems, or other related field. Or equivalent work experience.
Experience
0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge ofbasic hardware and software products and problem solving/troubleshooting skills.
Primary Job Duties/ Tasks
The submitted candidate must be able to perform the following duties and/or tasks:
1. Provide software support for applications used by the Office of Work Program and Budget (OWPB),following documented procedures and checklists.
2. Diagnose and resolve basic software issues; escalate complex problems to senior technical staff asneeded.
3. Enter and maintain accurate support data in the tracking system.
4. Assist in debugging and troubleshooting mainframe operating systems under supervision.
5. Support efforts to convert legacy mainframe reports into modern software products.
6. Learn and apply standard practices for system modernization and data integration.
7. Collaborate with development teams to understand technical direction and assist with routinetasks.
8. Participate in quality improvement activities and document findings for review.
9. Assist in testing system changes and enhancements, including preparing basic test scenarios andvalidating results.
10.Help maintain and update automated reports used by OWPB and District offices.
11.Provide basic analysis of software issues impacting financial management systems and recommendescalation when necessary.
12.Support routine monitoring of system performance and report anomalies to senior staff.
13.Assist in documenting workflows and system processes for future reference and training.
14.Learn and use a variety of platforms, including legacy mainframe and modern applications, tosupport OWPB operations.
15. Communicate effectively with internal users to gather information about issues and provide statusupdates.
Job Specific Knowledge, Skills, and Abilities (KSAs)
The submitted candidate must be able to apply common knowledge, skills, and abilities in the followingareas:
1. Basic knowledge of an application and reporting environment.
2. Familiarity with terminology and concepts of relational databases and basic SQL queries.
3. Skilled in use of modern development tools and platforms such as Visual Studio and SQL ServerManagement Studio.
4. Awareness of legacy reporting tools like FOCWebFOCUS and willingness to learn legacyprogramming concepts.
5. Understanding of data integration concepts and ability to assist with routine data conversion tasks.
6. Ability to learn processes related to financial management systems and modernization initiatives.
7. Strong verbal and written communication skills, with the ability to interact effectively with teammembers and internal customers.
8. Ability to document issues, resolutions, and workflows clearly and accurately.
9. Basic problem-solving and troubleshooting skills for software applications.
10.Ability to follow established procedures and checklists for Tier I support tasks.
11.Willingness to learn best practices for system testing, including preparing simple test scenarios andvalidating results.
12.Ability to work with multiple platforms, including legacy mainframe and modern applications, undersupervision.
13.Ability to manage multiple tasks, prioritize effectively, and work both independently and as part ofa team.
14.Professionalism in dealing with all levels of staff and maintaining a customer-focused approach.
15. Ability to learn and apply departmental standards for information systems documentation
location: Tallahassee, Florida
job type: Contract
salary: $20 - 22 per hour
work hours: 8am to 5pm
education: No Degree Required
responsibilities:
Primary Job Duties/ Tasks
The submitted candidate must be able to perform the following duties and/or tasks:
1. Provide software support for applications used by the Office of Work Program and Budget (OWPB),following documented procedures and checklists.
2. Diagnose and resolve basic software issues; escalate complex problems to senior technical staff asneeded.
3. Enter and maintain accurate support data in the tracking system.
4. Assist in debugging and troubleshooting mainframe operating systems under supervision.
5. Support efforts to convert legacy mainframe reports into modern software products.
6. Learn and apply standard practices for system modernization and data integration.
7. Collaborate with development teams to understand technical direction and assist with routinetasks.
8. Participate in quality improvement activities and document findings for review.
9. Assist in testing system changes and enhancements, including preparing basic test scenarios andvalidating results.
10.Help maintain and update automated reports used by OWPB and District offices.
11.Provide basic analysis of software issues impacting financial management systems and recommendescalation when necessary.
12.Support routine monitoring of system performance and report anomalies to senior staff.
13.Assist in documenting workflows and system processes for future reference and training.
14.Learn and use a variety of platforms, including legacy mainframe and modern applications, tosupport OWPB operations.
15. Communicate effectively with internal users to gather information about issues and provide statusupdates.
qualifications:
Education
Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, InformationSystems, or other related field. Or equivalent work experience.
Experience
0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge ofbasic hardware and software products and problem solving/troubleshooting skills.
Job Specific Knowledge, Skills, and Abilities (KSAs)
The submitted candidate must be able to apply common knowledge, skills, and abilities in the followingareas:
1. Basic knowledge of an application and reporting environment.
2. Familiarity with terminology and concepts of relational databases and basic SQL queries.
3. Skilled in use of modern development tools and platforms such as Visual Studio and SQL ServerManagement Studio.
4. Awareness of legacy reporting tools like FOCWebFOCUS and willingness to learn legacyprogramming concepts.
5. Understanding of data integration concepts and ability to assist with routine data conversion tasks.
6. Ability to learn processes related to financial management systems and modernization initiatives.
7. Strong verbal and written communication skills, with the ability to interact effectively with teammembers and internal customers.
8. Ability to document issues, resolutions, and workflow
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