COMPUTER SUPPORT TECHNICIAN II - 55009674

Requisition No: 841238 

Agency: Department of Transportation

Working Title: COMPUTER SUPPORT TECHNICIAN II - 55009674

 Pay Plan: Career Service

Position Number: 55009674 

Salary:  $45,472.28 - $53,050.99 

Posting Closing Date: 11/23/2024 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION
JOB POSTING DESCRIPTION
947 / Information Technology Services Central Office
ANTICIPATED VACANCY / OPEN COMPETITIVE
CAREER SERVICE
 

CONTACT PERSON: Jim Moran

CONTACT PHONE NUMBER: (850) 414-4767

CONTACT EMAIL ADDRESS: James.Moran@dot.state.fl.us

ANTICIPATED BI-WEEKLY HIRING SALARY: $1,943.26

Total Compensation Estimator Tool
 

SPECIAL REQUIREMENTS:  You may be required to provide your Social Security Number to conduct required verifications. Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS) unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.
In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office located at 605 Suwannee Street, Tallahassee, Florida 32399, or call (850) 414-5300 for assistance.  

POSITION DESCRIPTION: Monitors Service Desk queue and resolves support tickets as assigned.  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. Provides high level of customer service by providing status and information to the customer. Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.

Performs advanced troubleshooting to determine cause of problem. Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame. Works with staff on issues outside their areas of responsibility as needed.

Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned. Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.

Provides Audio Visual (AV) and Video Conference (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.

Participates on statewide teams, both internal and external to the Office of Information Technology.  Provide facts to facilitate the team's decision making process and to achieve the team's goals. Shares information and receives feedback from other Office of Information Technology staff as appropriate.  Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.

Coordinates service calls and repairs for warranty and non-warranty items. Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.

KNOWLEDGE, SKILLS AND ABILITIES: ADVANCED KNOWLEDGE OF MICROSOFT PRODUCTS, INCLUDING OPERATING SYSTEMS, OFFICE SUITE AND OUTLOOK IN A NETWORKED ENVIRONMENT;  ADVANCED KNOWLEDGE OF COMPUTER SOFTWARE, HARDWARE, AND FIRMWARE 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 DO ADVANCED TROUBLESHOOTING ON VARIOUS MANUFACTURERS OF COMPUTERS; ABILITY TO PLAN, ORGANIZE, MANAGE AND TRACK PROJECTS; 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.

OTHER JOB RELATED REQUIREMENTS: This position will be subject to On-Call responsibilities in order to handle emergency situations or other unscheduled activities as needed.  The incumbent of this position may also at times be required to adjust their normal work schedule in order to work during weekends, nights, or holidays to complete projects and other assignments or due to emergency conditions.  Position will be required to carry a cell phone during On-Call periods.

MINIMUM QUALIFICATIONS: High School diploma or equivalent and 2 years of work experience in the installation, maintenance and technical support of workstation hardware. OR 2 years of experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating systems; applicants with SCCM experience will be preferred. OR Technical certifications from workstation training programs such as CompTIA A+, CompTIA Net+, and MCDST may be substituted for 1 year of experience. OR Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.

As a CANDIDATE, you may be required to provide documentation (i.e. HIGH SCHOOL DIPLOMA OR EQUIVALENCY, college transcripts, ETC.) to verify meeting these Minimum Qualifications.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES THE SERVICE VETERANS AND THEIR FAMILY MEMBERS HAVE GIVEN TO OUR COUNTRY AND SUPPORTS THE HIRING OF RETURNING SERVICE MEMBERS AND MILITARY SPOUSES.  If you are a preference-eligible candidate who receives notice of a hiring decision and believe that you were not afforded employment preference in accordance with applicable Florida law and regulation, you may file a written complaint within 60 calendar days from the date you receive the notice, requesting an investigation to the Florida Department of Veterans’ Affairs, Division of Benefits and Assistance, 9500 Bay Pines Boulevard, Room 214, St. Petersburg, Florida 33708.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.