NAME : FDOT Job , Customer Support Analyst B. Intermediate (SMO) Scope of Services
Responsible for software and hardware support of workstation and networking devices. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.
Bachelorï¿½s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience Experience
Must have to years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/ troubleshooting skills. Primary Job Duties/ Tasks
. 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 hardware and software technical training and professional development for other Technicians as needed or assigned.
. Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.
. Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
. 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.
. Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
. Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
. Shares information and receives feedback from other OIT 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.
. Installs, maintains, and supports specialized software applications as 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.
. Works in multiple teams as a team member. General Knowledge Skills and Abilities (KSAs):
The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:. Communication:
Have the ability to clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e.; project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.. Customer Service:
Works well with clients and customers (i.e.; business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.. Decision Making:
Makes sound, well-informed, and objective decisions.. Flexibility:
Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism, and maintain effective work relationships with others.. Interpersonal:
Shows friendliness, courtesy, understanding, and politeness to others.. Leadership:
Motivates, encourages, and challenges others. Is able to adapt leadership styles in a variety of situations.. Problem Solving:
Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.. Team Building:
Encourages, inspires, and guides others toward accomplishing the common goal.. Quality Assurance:
Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.