Customer Support Technician

Role: Customer Support Technician
Duration: 30 months (2.5 yrs)
Location: Celebration, FL
 
Scope of Work

• Provide computer and user support including, but not limited to, installation and configuration of hardware and software, upgrades, patches, and advanced technical support. Monitor service ticket queue and resolve tickets as assigned. Document work performed and resolutions.
• Install, configure, and troubleshoot audio-visual and video conference equipment as assigned.
• Perform basic network and telephony support. Provide on-site support for remote troubleshooting by other OIT technical staff. Travel between FDOT locations required 25% - 40%.

 
Education

• High School diploma or equivalent and 1 year of work experience in the installation, maintenance and technical support of workstation hardware.

OR

• 1 year of experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating systems.

OR

• Technical certifications from workstation training programs such as CompTIA A+ and Net+ may be substituted for 6 months of experience

OR

• Associate degree in from an accredited college or university with at least 25% of the completed coursework in Information Technology related courses.

 
Experience

• Minimum of 1 year of experience in the installation, maintenance, and technical support of workstation hardware.

 
Primary Job Duties/ Tasks

• Concentration and desire to work in desktop support.
• Configure and deploy Information Technology resources. Includes, but is not limited to, desktop, laptops, printers, mobile devices. Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures.
• Assist in coordinating audio-visual setup and videoconference support.
• Assist with annual inventory scanning and equipment surplus.
• Install, configure, and update software.
• Participate in team projects, meetings and assignments.
• Responsible for reading and following the Department’s Procedures and Policies.
• Responsible for understanding and enforcing the Department’s Policies and Procedures.
• Responsible for documenting solutions to Technology issues.
• Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources.
• Perform other related duties as assigned.
• Ability to lift up to 50 lbs.
• Ability to climb a ladder, squat, stoop, push, crawl, and bend in all types of weather.