Help desk technician

Customer Support Technician (Call Center Support)

12 Month Rolling Contract

Location : Tallahassee, Jacksonville, & Orlando FL (Hybrid work environment)

Brooksource is currently screening for a confident and strong communicator to join a leading state agency’s call center support team.

This individual will be providing tier 1 support to internal & external customers across the state of FL. This role will require a high level of communication and problem solving, all while providing an excellent customer experience.

This technician is ideally someone who is well organized, can work autonomously, has a good understanding of the Microsoft Office suite and is an excellent communicator.

Job Responsibilities :

• Provide support for customers remotely with password or access issues as they arise.
• 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.
• Documents work performed and resolutions made. Identify, analyze, and resolve problems and issues using troubleshooting tools and techniques as well as teamwork.
• Support customers in a specific agency portal with issues concerning role assignment, account activation, and password reset.
• Maintain up to date customer and technician information in the internal TSM 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.

Specific Job Skills Required :

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

Experience Required :

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.

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Last updated : 2024-03-22