IT Support Specialist I

2 weeks ago


Lake City, Florida, United States State of Florida Full time

Position Overview:

The State of Florida is seeking a dedicated individual for the role of COMPUTER SUPPORT TECHNICIAN I. This position is integral to ensuring the smooth operation of our information technology services.

Key Responsibilities:

  • Monitor the Service Desk queue and address support tickets as assigned, ensuring timely resolution and documentation of work performed.
  • Utilize troubleshooting tools and techniques to identify, analyze, and resolve technical issues, providing exceptional customer service throughout the process.
  • Perform basic troubleshooting to determine the root cause of problems and provide user support for personal computers (PCs) and peripheral devices, including software installations and upgrades.
  • Coordinate service calls and repairs for both warranty and non-warranty items, maintaining accurate records of all service calls.
  • Support software applications, including Microsoft Operating Systems and Office Suite, as well as various department-specific applications.
  • Generate and maintain detailed technical documentation, including installation guidelines and troubleshooting processes.
  • Assist with Audio Visual (AV) and Video Conference (VC) support, including setup and troubleshooting of equipment.
  • Participate in statewide teams to facilitate decision-making and achieve team objectives.
  • Assign service desk tickets to appropriate technicians to ensure compliance with Service Level Agreements.

Knowledge, Skills, and Abilities:
  • Basic understanding of Microsoft products, including Operating Systems and Office Suite.
  • Familiarity with computer hardware and firmware in networked environments.
  • Ability to communicate effectively, both verbally and in writing.
  • Capacity to comprehend and adhere to departmental policies and procedures.

Additional Requirements:
This position may require on-call responsibilities to manage emergency situations or unscheduled activities. Flexibility in work hours may be necessary to accommodate project deadlines or emergency conditions.

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