Technical Support Specialist

PURPOSE OF CLASSIFICATION

The purpose of this classification is to provide technical support for computer hardware and software. The person in this classification installs, upgrades, advises, and troubleshoots computer hardware and software. The position reports to the Director of Information Technology.

ESSENTIAL FUNCTIONS

The following duties are typical for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Technical Support:
• Active Troubleshooting: Identifies and diagnoses user issues through active listening, clear questioning, and utilizing remote diagnostic tools when needed. Documents issues thoroughly in the helpdesk system for efficient resolution.
• Feedback Loop: Gathers post-resolution feedback from users to ensure their problems are truly fixed and identify areas for improvement in the support process.
• Collaborative Problem-Solving: Leverages the helpdesk system to collaborate with team members, escalate complex issues seamlessly, and share knowledge for future reference.
• Multi-Channel Support: Provides exceptional end-user support via phone, in-person visits, and remote desktop software, adapting communication style to different user preferences.

Hardware & Software Management:
• Streamlined Configuration: Receives new computer systems, efficiently configures them with essential software based on user needs and deploys them to designated staff members.
• Security-Conscious Setup: Follows established procedures to ensure software and security compliance during setup, including proper licensing, antivirus installation, and user permission configuration.
• Network Maintenance Expertise: Assists in maintaining network infrastructure by troubleshooting common issues with LAN switches and wireless access points, ensuring smooth network operation.
• Collaborative Network Support: Works closely with network administrators on routine troubleshooting and server support tasks. Escalates complex problems to the appropriate personnel while keeping users informed.

Project & Training:
• Relocation and Upgrade Support: Provides technical expertise during office relocations and upgrades, assisting with equipment installation, data services migration, and ensuring minimal disruption to user productivity.
• Project Involvement: Participates in system-wide implementations and projects, following established procedures and contributing technical expertise to successful completion.
• Training Needs Assessment: Identifies user training needs through surveys, one-on-one consultations, or by observing user behavior.
• Training Delivery: Coordinates or delivers training sessions on various IT topics, tailoring content to user skill levels and ensuring clear communication of technical concepts.

User Empowerment & Optimization:
• Software Customization Coach: Guides users in customizing software applications (operating systems, office suites, databases) to improve their efficiency and workflow. This may involve creating macros, setting up custom templates, or integrating different software tools.

Strategic Support:
• Cost-Effective Procurement: Evaluates IT product/service acquisitions based on functionality, cost, and compatibility with existing infrastructure. Recommends solutions that meet company requirements and deliver the best value.
• Operational Efficiency Champion: Conducts periodic independent reviews of IT operations, focusing on implementation quality, user experience, and adherence to security protocols. Proactively recommends improvements to management, ensuring optimal IT service delivery.
• Emergency Response Partner: Assists in coordinating and supporting IT aspects of emergency programs and response, ensuring data security and business continuity during critical situations.

Security & Communication:
• Security Awareness Advocate: Educates users on security policies and procedures through training sessions, one-on-one interactions, or readily available resources. Addresses user inquiries regarding security concerns promptly and professionally.
• Effective Communicator: Maintains clear and professional communication with supervisors, colleagues, other departments, vendors, and external contacts. Adapts communication style to different audiences and fosters positive working relationships. Handles sensitive business and employee data responsibly, adhering to data privacy regulations.

ADDITIONAL FUNCTIONS

Keeps up with job skills by taking part in educational opportunities, reading professional publications, keeping personal networks, and joining professional organizations. Maintain skills for cross training personnel for backup and disaster recovery.

Performs other related duties as required.

MINIMUM QUALIFICATIONS

Education & Experience:
• High school diploma or GED (minimum)
• OR Associate's degree in computer science, information technology, or a related field (preferred)
• OR A combination of relevant coursework, certifications, and experience that demonstrates the required skills and knowledge.

Technical Skills:
• Proficiency in troubleshooting computer hardware and software issues
• Experience supporting common desktop operating systems (Windows, macOS)
• Familiarity with Microsoft Office Suite and enterprise resource planning (ERP) systems
• Experience installing software in a network environment.
• Strong understanding of basic networking concepts
• A relevant IT certification (e.g., CompTIA A+) is a plus.

Communication & Interpersonal Skills:
• Excellent written and verbal communication skills
• Ability to explain technical concepts to non-technical audiences.
• Strong interpersonal skills to build rapport with internal users.

Additional Requirements:
• Valid Florida driver's license
• Fluency in English (written and spoken)

PERFORMANCE APTITUDES

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to exchange information for the purpose of clarifying details of a technical nature to customers who may not have a technical understanding or background; treating each individual customer with patience, respect and understanding.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data, and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning: Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties which are often characterized by frequent change.

ADA COMPLIANCE

Physical Ability: Tasks require the ability to exert heavy physical effort in heavy work, with greater emphasis on climbing and balancing, but typically also involving some combination of stooping, kneeling, crouching, and crawling, and the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (20-50 pounds); may occasionally involve heavier objects and materials (up to 100 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as odors, temperature extremes, machinery, dust, or toxic agents.

The Florida Keys Aqueduct Authority is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Authority will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.