Customer Support Technician

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.



Customer Support Technician Position Description


We are seeking a Customer Support Technician to join our team. The selected candidate will work onsite in Jacksonville, FL alongside the project team.

Summary:

• Provide computer and user support including, but not limited to, installation and configuration of hardware and software, upgrades, patches, and advanced technical support.
• Monitor service ticket queue and resolve tickets as assigned. Document work performed and resolutions.
• Install, configure, and troubleshoot audio-visual and video conference equipment as assigned.
• Perform basic network and telephony support. Provide on-site support for remote troubleshooting by other Client technical staff.
• Travel between FDOT locations in the area is required between 25% - 40%.

Education:

• High School diploma or equivalent and 1 year of work experience in the installation, maintenance and technical support of workstation hardware. OR 1 year of experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating systems. OR Technical certifications from workstation training programs such as CompTIA A+ and Net+ may be substituted for 6 months of experience OR Associate degree in from an accredited college or university with at least 25% of the completed coursework in Information Technology related courses.

Experience:

• Minimum of 1 year of experience in the installation, maintenance, and technical support of workstation hardware.

Primary Job Duties/ Tasks:

• Concentration and desire to work in desktop support.
• Configure and deploy Information Technology resources. Includes, but is not limited to, desktop, laptops, printers, mobile devices.
• Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures.
• ssist in coordinating audio-visual setup and videoconference support.
• ssist with annual inventory scanning and equipment surplus.
• Install, configure, and update software.
• Participate in team projects, meetings and assignments.
• Responsible for reading and following the Department's Procedures and Policies.
• Responsible for understanding and enforcing the Department's Policies and Procedures.
• Responsible for documenting solutions to Technology issues.
• Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources.
• Perform other related duties as assigned.
• bility to lift up to 50 lbs.
• bility to climb a ladder, squat, stoop, push, crawl, and bend in all types of weather.

General Knowledge Skills and Abilities (KSAs):
The selected candidate must be able to apply common knowledge, skills, and abilities in the following areas:

• Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
• Communication: Can 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 utilizing critical thinking skills and analysis.
• Flexibility: is open to change, new processes (or process improvement), and new information. Can 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: ble 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 as an equal member of the team.
• 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.

*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***