Customer Support Technician (D5)

We are looking for an Customer Support Technician (Entry Level) to support our client, a Government agency, based in Tallahassee, Florida.

US BASED CANDIDATES ONLY.

This is an on-site position. Candidates must be located in or near our client's locations in DeLand, FL.

*No third parties and no sponsorship*

Who we are

Founded in 2009 and headquartered in beautiful Miami, FL, TECKpert is a tech consulting and staff augmentation firm. At TECKpert, we offer a contingent workforce built for any size digital transformation project. Experts in design, development, IT, analytics and marketing, provide innovative digital solutions to achieve success in our new economy. Our leaders identify the technical talent best suited to bolster our client’s capabilities, across all industries, including, healthcare, government, finance, legal, real estate, and startups.

The opportunity

TECKpert seeks to hire a Customer Support Technician to support our client, a government agency based in Tallahassee, FL. Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

Job duties include, but are not limited to:

• Provide support for customers remotely with password or access issues.
• 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.
• Support customers in ISA Utility with role assignment, account activation, and password reset
• Maintain up to date customer and technician information in ITSM ticketing system
• Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
• Work with the team to maintain central hub of communications for the agency.

Compensation and Term

This opportunity is for a full-time, 8-month contract position with possible extensions and pay commensurate with experience up to $20/hour or $41,600 per year. Medical, dental, vision and life insurance available after 30 days of hire.

Candidates are expected to work onsite at one of our client’s location: Ft. Myers, Lake City, Chipley, Fort Lauderdale, Miami, Tampa, DeLand, or Tallahassee.

Qualifications you need

A successful IT Customer Support Technician possesses or provides the following:

• High School Diploma, Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

• General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.

• General knowledge of computer software and hardware 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 communicate effectively both verbally and in writing.

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

• Communication: Ability to clearly convey information, in both written and verbal formats, to individuals or groups (i.e., team meetings, Global outage notifications, 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. Can 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 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.

Working with us

Working with TECKpert means more options. As new opportunities arise, you tell us what you think is a good fit for you. What industries interest you most? Do you prefer an on-location, 9-5? Or would you want a flexible schedule and remote work? We proudly offer a wide variety of roles. Many of our TECKperts enjoy coworking and skills training coupled with the stability of full-time employment. We believe TECKpert gives today's digital professionals an agile path to start and advance their career. All of our opportunities require at least 20 hours per week and can be one to twelve months in length. Choose the opportunity that matches your interest and desired cadence.

jHW4mhYM0f