Technology Support Specialist II

Did you know as a City of Jacksonville employee, you would also have twelve (12) paid holidays and a personal leave day as well? In addition to health insurance, dental, vision, life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after ten (10) years of public service and on-time payments. This is technical support work based on ticketed incidents and requests, phone calls, or email requests. The purpose of the role is to ensure prompt resolution and maintain high levels of customer satisfaction. The nature of the work is troubleshoot end user hardware and software problems, managing service requests, and delivering exceptional customer service. The work requires knowledge of techniques, methods, and procedures of various workstation hardware and software applications, which is usually gained through specialized training or on-the-job experience. Working directly with City employees at all levels requires customer service skills in understanding and/or influencing people, including the skills of persuasiveness, assertiveness, and sensitivity to others point of view that are required to influence behavior, change an opinion, or turn a situation around. The work is somewhat standardized in that tasks are covered by diversified procedures and specialized standards, and because of changing priorities, or different situations, Specialists have the latitude to consider which of many procedures or standards should be followed and in what sequence. The work requires judgment and/or research in the search for solutions within one's known experience. It also requires good communication skills along with prompt decision-making. Being alert to new information, listening, and interacting with customers are keys to success . The role requires providing Level 1 and Level 2 technology support and escalating issues to the right specialty teams when needed. The work is performed in varied settings, both centralized office and remote office locations, such as field offices. Operates standard office equipment such as a laptop, desktop, and tablet computer. After-hours and on-call work is occasionally required. The physical demands consist of accessing and moving equipment which may be located on the floor. The work is performed under general supervision where the work assignments are varied and, although subject to standard practices and procedures, some latitude is permitted in setting priorities, subject to supervisor approval.

Examples of Work

• Work on service tickets to diagnose and resolve end user technical issues related to hardware, software, voice communications, and network connectivity.
• Respond to client inquiries and service requests via phone, email, or in-person, as needed.
• Provide customer support for software installation, upgrade, and configuration.
• Maintain detailed records of troubleshooting steps, system information, and resolution in the service ticket system.
• Escalate complex issues to higher-level support or specialized teams as necessary.
• Assist with the deployment and maintenance of IT infrastructure and equipment, including audiovisual setups.
• Conduct training sessions for clients on use of workstation technology.
• Collaborate with other team members to identify and implement improvements in customer service processes.
• Ensure compliance with City policies, procedures, and service level agreements (SLAs).
• Perform work that requires the exercise of independent judgement and discretion in the performance of such work.
• Ensure cybersecurity best practices are included in all work
• Exercise discretion and maintain highly confidential information relating to customers, as needed.
• Operate standard office equipment such as a workstation using Microsoft 365 Suite components and virtual meeting software, including soft phone functions.
• Demonstrate proficiency in the City of Jacksonville's competencies.
• Perform related duties as required.

Do you have a valid Driver's License license?, Do you have experience in Research?, Do you have a Bachelor's degree?, * Knowledge of technology customer service best practices. Knowledge of advanced techniques, methods, and procedures used in the evaluation, operation and preventive maintenance of workstations with Microsoft or Apple operating systems, and related peripheral devices.

• Knowledge of standard workstation software packages (Microsoft 365 Suite, virtual meeting, soft phone.).
• Basic knowledge of network infrastructure, including ports, patch panels, and switches
• Ability to apply basic knowledge of IP addressing, DNS, and cybersecurity best practices in an enterprise environment to resolve end user issues.
• Ability to perform the analysis, identification, diagnosis and resolution of workstation hardware and software problems.
• Ability to research, read, understand, and apply technical and software instructions from trustworthy online sources.
• Ability to gain proficiency in new technologies and acquire certifications as required.
• Ability to perform the analysis, design, installation, maintenance, and upgrade of end user technology systems, peripherals, and related equipment.
• Ability to operate standard office equipment such as a workstation using Microsoft 365 Suite components virtual meeting, and soft phone software.
• Ability to work independently and as part of a team.
• Ability to establish and maintain effective working relationships with others.
• Ability to communicate effectively, both verbally and in writing, with technical and non-technical audiences., * Four years of education and/or experience in IT support or a technical client service role.
• Strong knowledge of operating systems (Windows, macOS,) and common desktop software applications.
• Excellent problem-solving skills and attention to detail.
• Exceptional communication and interpersonal skills.
• Familiarity with ITIL or other IT service management frameworks is a plus and desire to track necessary certifications.

Preferred Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience with remote support tools and techniques. Certification such as CompTIA A+ or Microsoft Certified Professional (MCP).
• Experience supporting audiovisual equipment for virtual meetings.

LICENSING/CERTIFICATION/REGISTRATION:

• A valid driver's license is required prior to appointment and must be maintained during employment in this class.
• Must qualify for prior to appointment, obtain, and maintain during employment in this class a City of Jacksonville certification as a public driver.

Pulled from the full job description

• Loan forgiveness
• 457(b)
• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending account
• Gym membership