Information Technology Support Technician

7 hours ago

Tallahassee, United States Compunnel Inc. Full time

Roles and Responsibilities:

The Client Technologies Technician will serve as the principal line of communication for the project team. The duties and responsibilities of this position are as follows:

  • Configure 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, Wireless Access Points (WAP), etc.;
  • 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; and
  • Provide regional support in tandem with the Bureau of Field Technology Services


Qualifications:

A high school diploma, its equivalent, or two (2) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.

The Department requires the following experience, skills, and/or knowledge for this position:

  • 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 Windows Operating System (OS), Office, Outlook, and Internet Explorer;
  • Experience installing and troubleshooting computer hardware and software, including PCs, printers, and peripherals in both a network and standalone environment; and
  • Possess a valid Driver's License.


Additional Qualifications, as a plus:

  • Experience 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 to include, but not be limited to, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (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;
  • Ability to work independently and communicate effectively.

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