Information Technology Support Technician

Position OverviewCapital Technology Alliance is seeking a Client Technologies Technician to support the This is a full-time, on-site role providing Tier 2 technical support, desktop services, hardware and software troubleshooting, imaging, network device support, and regional field support within Region Two correctional institutions. This position is designated as essential staff and requires reporting for duty during emergencies.Job DutiesConfigure and install software for IT user desktops and laptops.Install and provide support for mobile devices.Install and provide support for Department and vendor network equipment, including switches and Wireless Access Points (WAP).Install or terminate network cabling.Perform Personal Computer (PC) imaging, configuration, and installations for both Department staff and inmate PCs.Participate in the installation and rollout of new software packages, upgrades, and new desktop hardware.Maintain desktop software and hardware.Troubleshoot hardware and software for both Department staff and inmate PCs.Support the mobile workforce.Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based local area network (LAN) systems.Troubleshoot problems using scripts and checklists as guides.Escalate to Tier 3 support when necessary.Document problems and resolutions.Perform end-user training, if applicable.Provide quality customer service.Participate in the testing and evaluation of new desktop packages.Implement prototypes.Provide support for printers and peripherals.Support inmate education labs, including server and PC imaging, server and PC-based software installations and troubleshooting, group policy implementation, physical security audits, and inventories.Provide regional support in tandem with the Bureau of Field Technology Services.Required QualificationsTypically has three (3) to five (5) years of IT work experience Demonstrate a working knowledge of the basic hardware and software products; and Experience in problem-solving and troubleshooting. Two (2) or more years of experience in the provision of Tier 2 customer support for desktop computers, printers, scanners, etc.Experience installing, troubleshooting, and supporting desktop applications and operating systems, including, but not limited to, the Windows operating system, Microsoft Office, Outlook, and Internet Explorer.Experience installing and troubleshooting computer hardware and software, including, but not limited to, PCs, printers, and peripherals in both a network and standalone environment.Possess a valid Driver's License.Preferred QualificationsExperience solving computer problems over the phone and troubleshooting PC and peripheral-related problems.Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) protocols.Experience with installing and troubleshooting 3270 emulation software.Experience installing, diagnosing, and repairing hardware, including hard drives, Random Access Memory (RAM), processors, CD-RW, DVD-RW, multimedia kits, and other peripherals.Experience using imaging software for deploying desktop PCs.Experience providing Voice Over Internet Protocol (VoIP) phone support.Experience providing Virtual Private Network (VPN) client support.Experience working for a criminal justice agency.Knowledge of IT standards in a criminal justice environment.Experience supporting end users in a criminal justice environment.Ability to work independently and communicate effectively. Work EnvironmentWork is performed on-site at Region Two correctional institutions. Work occurs behind perimeter fences in proximity to supervised inmates. The candidate will be assigned a primary institution with travel throughout Region Two. Travel RequirementsTravel required to multiple correctional institutions within Region Two.Personal transportation required; state vehicles not permitted.Travel expenses reimbursed per Section 112.061, F.S., and FDC Procedure 203.001.Documentation and receipts must be submitted within 30 days of travel.Travel must follow the most efficient routing and cost guidelines established by the State.EducationHigh School Diploma or GED required. Technical certifications are preferred but not required.