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July 21, 2018
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Florida Legislative Employment Information

The Florida Legislature
Senate IT

Job Title

Customer Support Technician

Working Title

Information Systems Support Specialist

General Summary

Florida Senate Information Technology Office (Senate IT) supports the Senators, Senate staff, and the public. It consists of a customer support, applications and system administration team.

Senate IT is searching for a Customer Support Technician that wants to join a passionate team dedicated to providing the best customer support experience in the state. As a member of the team, you will be the initial technical point of contact for all Senate users throughout the state of Florida.

Examples of Work Performed

  • Setup and installation of computer hardware and peripherals.
  • Hardware and software troubleshooting of desktops, laptops, printers, mobile devices, and other IT related equipment.
  • Desk side and remote assisting of customers in IT problem resolution such as: username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues.
  • Initiates routine diagnostics to determine cause of equipment failure and follows standard procedures for problem resolution.
  • Follows the established management and vendor escalation procedures to ensure timely resolution of problems.
  • Performs technical writing and documentation.
  • Review industry periodicals and product literature to stay current with technology trends.
  • Log all calls and other help desk interactions into a tracking system.

Knowledge, Skills and Abilities

  • Outstanding customer skills, with the ability to empathize and professionally troubleshoot to resolve customer's issues promptly and thoroughly.
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Ability to develop and sustain a productive customer relationship, making the end user and their needs a primary focus.
  • Ability to work individually or with a team to complete assigned tasks.
  • Working knowledge of Microsoft Office products including MS Outlook.
  • Working knowledge of Windows operating systems (i.e., Windows 10).
  • Working knowledge of Networking, including supporting remote users, and troubleshooting connectivity issues.
  • Industry certifications a plus.

Minimum Qualifications

A high school diploma or its equivalent and two years of post-secondary IT training. Information systems experience may substitute for one year of the required training.

Salary

Commensurate with education and experience.

Submission of Application

Qualified applicants should mail a completed Legislative Employment Application and resume to:

Office of Legislative Services
Human Resources Office
Re: Senate IS Support Specialist
111 W. Madison St, 701
Tallahassee, FL 32399-1400

or Email: olshumanresources@leg.state.fl.us

Applications are available through the Florida Legislature's web site Online Sunshine and in Room 701 of the Claude Pepper Building.

Accommodation for Disability

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