IT Helpdesk Specialist - Ticketing & Support

State-of-Florida; Tallahassee (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The State of Florida’s Department of Children and Families is seeking a detail-oriented Technical Helpdesk Agent for the DCF Headquarters in Tallahassee. You will provide first-line support, troubleshoot hardware, software, and networking issues, and manage security access and password resets for multiple DCF systems.

Reporting to the Office of Information Technology Services, you will document incidents in the ticketing system, communicate ETA and status to customers, and escalate complex

Qualifications

• Minimum 1-year of work-related experience troubleshooting computer hardware, software and networking systems.
• Knowledge of customer call documentation and tracking system, such as a ticketing system
• Minimum of 1-year work-related experience working in a fast-paced Customer Service Oriented Environment
• Demonstrates the ability to communicate clearly and accurately.
• Minimum of 1-year work-related experience troubleshooting Windows 10 and/or higher in a professional environment

Responsibilities

• Answers calls, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
• Performs initial and advanced troubleshooting and resolution of customer issues and requests on authorized DCF Applications, Hardware, and Software.
• Assists customers with security access, administration, and password resets for multiple DCF systems and business partners.
• Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data.
• Provides customers with courtesy and respect while working towards resolution to their issue or request.
• Identifies complex incidents or requests and escalates to Tier 2/Tier 3 personnel as necessary.
• Communicates effectively with the assignee regarding ticket referral and status of customer.
• Keeps the customer informed of progress and status. Update, code, and close tickets as necessary.
• Maintains current knowledge of information technology as it relates to the Department.
• Tracks all tickets assigned to oneself and ensures incident or request is being resolved within the SLA of the Department.

Skills

Help Desk procedures

Troubleshooting

Customer support

Ticketing system

Security access/passwords

Tools

Ticketing system

Windows 10+

Job description

The State of Florida’s Department of Children and Families is seeking a detail-oriented Technical Helpdesk Agent for the DCF Headquarters in Tallahassee. You will provide first-line support, troubleshoot hardware, software, and networking issues, and manage security access and password resets for multiple DCF systems.

Reporting to the Office of Information Technology Services, you will document incidents in the ticketing system, communicate ETA and status to customers, and escalate complex