Customer Support Technician

Overview

On Site
$18 - $20
Contract - W2
Contract - 12 Month(s)

Skills

Call Center
Computer Hardware
Customer Service
IT Service Management
Microsoft Office
Microsoft Outlook
Network
Operating Systems
Technical Support
Collaboration
Teamwork

Job Details

Title: Customer Support Technician

Location: - Bartow, FL 33830 || Lake City, FL 32025 || Chipley, FL 32428 || Ft. Lauderdale, FL 33309 || Deland, FL 32720 || Miami, FL 33172 || Tampa, FL 33612 (Onsite)
Hire Type: Contract

Scope of Services:

Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

Primary Job Duties/ Tasks:

The submitted candidate must be able to perform the following duties and/or tasks:

Provide support for customers remotely with password or access issues.

Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.

Support customers in ISA Utility with role assignment, account activation, and password reset

Maintain up to date customer and technician information in ITSM ticketing system

Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.

Work with the team to maintain central hub of communications for the agency.

Job Specific Knowledge, Skills, and Abilities (KSAs):

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.

General knowledge of computer software and hardware relative to personal computer, local area network/wide area network environments.

Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware

Ability to communicate effectively both verbally and in writing

Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.

Education:

High School Diploma or equivalent.

Experience:

1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.