Customer Support Specialist

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General Summary

The Office of Legislative Information Technology Services (OLITS) is searching for an IT Support Specialist (Information Systems Support Specialist) that will provide excellent IT support to Florida Legislature staff members. Our ideal candidate is team oriented with excellent customer service skills and high enthusiasm for taking on technical challenges. Personal investment in the work, creating strong professional relationships, and a desire to promote a respectful, inclusive, and collaborative climate are critical for success in this position. 
 
This is work maintaining, analyzing, installing, and resolving first and second level desktop computer and computing appliance issues, including (but not limited to) answering questions, and troubleshooting hardware and software problems using diagnostic tools and/or troubleshooting procedures.
 
As a member of the OLITS Support team, you will be the initial point of contact for all end-users/staff-members resolving Tier 1 & Tier 2 level desktop computer and software related issues. 
 
The Office of Legislative Information Technology Services (OLITS) supports a variety of technology needs and services for the legislative units that report jointly to the Senate and House of Representatives and are housed administratively under the legislative branch. 
 
OLITS encompasses the Legislature’s Data Center, Applications, Project Management, Network, Systems Administration and Customer Support units.  Application Development provides analysis and design, code development, quality assurance, delivery and ongoing support responsibilities serving the joint units and the public. The Project Management team provides project management and support to the OLITS units. The Network, Systems Administration and Customer Support unit supports approximately 300 legislative customers with email, phone services, hardware and software support, wireless network, scalable and secure IT infrastructure services. 
 
The joint units of the Florida Legislature include the: Office of Legislative Services, Florida Commission on Ethics, Office of Economic & Demographic Research, Florida Historic Capitol Museum, Office of Program Policy Analysis and Government Accountability, Office of Public Counsel, and several committees and councils.

Examples of Work Performed

• Successfully plan, execute, monitor, control, and complete all technical tasks related to setup configuration, deployment, and implementation of workstation hardware, peripheral equipment, and software and existing workstations as required.
• Configure the setup and/or support of desktops, laptops, printers, mobile devices, VOIP phones, and other IT related equipment.
• Coordinate and solve complex technical data and transformation issues, answering “how-to” technical and application configuration questions.
• Assist with onboarding of new users, assigning users and computers to proper groups in Active Directory.
• Monitor and respond quickly and effectively to requests received through the IT Service Desk.
• Serve as a subject matter expert or backup in one or more areas supported by the section.
• Research industry technological advances which could be of use in the legislative environment.
• Report project status to Information Systems Manager in both verbal and written form.
• Successfully Open/Manage Services requests and follow up with customers to ensure complete and timely resolution of requests.
• Performs other related duties as required.

Knowledge, Skills, and Abilities

• Knowledge of information systems terminology and concepts. 
• Knowledge of information systems operations, equipment, procedures, and workflow. 
• Ability to apply specialized information systems knowledge relating to hardware, systems software, application development, training, user assistance, publications or operations. 
• Ability to analyze and solve problems. 
• Ability to communicate technical information systems information effectively verbally and in writing. Ability to produce quality work under pressure. 
• Ability to deal tactfully and courteously with the demands of the customers of the information technology offices within the Legislature. 
• Ability to conduct in-depth and carefully documented analysis under minimal supervision. 
• Ability to read and understand technical information systems publications. 
• Document, update, maintain and create OLITS internal procedures, records and knowledge articles.
• A self-starter that can work with minimal supervision and high degree of latitude for independent judgment; highly organized.
• Ability to work on-site during normal business hours and the position will occasionally require working after business hours and on weekends to complete project tasks and/or incident resolution during On-Call rotation.
• Ability to interact professionally with a diverse group, executives, managers, and subject matter experts.

Minimum Qualifications

A bachelor’s degree from an accredited college or university in computer science, management information systems, mathematics, or engineering.

A high school diploma or its equivalent and two years of data processing training at a vocational or technical school.

Progressively responsible information technology support experience can substitute on a year-for-year basis for the required college education.

Any combination of progressively responsible information systems experience and post-secondary training in disciplines as described above totaling four years.

Preferred Qualifications
Preference will be given to applicants with the following:

• Knowledge of Microsoft Teams, OneDrive for Business, Skype, VOIP, SharePoint, Active Directory and networking fundamentals, terminology and concepts.
• Have 2-4 years’ experience working with PC’s, MAC’s and Network Devices in a corporate environment.
• MCSE, MCP, Comp TIA A+, and Cisco or other IT Certifications a plus.
• Qualified candidates should have a customer service-oriented attitude, a passion for technology, a business mindset, strong communication skills, and a willingness to quickly analyze and interpret user requests.
• Previous experience in IT customer support, particularly within a service desk.
• Idle candidate will demonstrate the ability to prioritize tasks, troubleshoot and resolve issues efficiently and courteously, and ensure thorough follow-up with all internal clients.
• Solid foundation and understanding of computer systems, mobile devices, and other tech products. 
• Proven experience as a help desk technician or other customer support role.

Salary
Hiring salary commensurate with experience with the anticipated salary of $35,000 to $55,000. The Legislature offers a competitive benefits package.

Application Deadline
Open until filled

Accommodation for Disability
If an accommodation is needed for a disability, please notify Human Resources at (850) 488-6803.

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