Division: Information Technology
Closing Date: Until Filled
Location: 4305 East 21st Ave., Tampa, FL 33605
Salary Rate: $48,512.84 - $56,203.90
POSITION PURPOSE:
Provides first line technical support and customer service services; responds to Level I/II technical support incidents and change requests via telephone, face-to-face, web, or via the electronic system implemented at HART.
ESSENTIAL JOB FUNCTIONS:
- Experience using a ticketing System such as Service Desk Plus, performs troubleshooting procedures, answer technical questions and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. These include, but are not limited to, desktop PC's, laptops, scanners, printers, servers, MS Windows, MS 365 and various commercial and transit software.
- Provides customer service to customers with questions regarding account administration, distribution of software, system and network status, password requests, media validations and other general questions via telephone, web, e-mail, face to face and through the installed electronic system.
- Works with network accounts to include creating and maintaining accounts using Active Directory and Microsoft exchange Online. Creates mailboxes; creates/modifies distribution lists; migrates and activates mailboxes; enables archiving; and performs email searches to fulfill public records requests.
- Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction.
- Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
MARGINAL FUNCTIONS:
- Performs other work-related duties as assigned.
REQUIREMENTS:
Education and Experience:
- High School diploma or GED equivalency and 1-3 years of related IT support experience.
Machines, Tools, & Equipment Used:
- Ability to operate small office equipment, including copy machines or multi-line telephone systems, as well as a computer for both data entry, word processing, accounting purposes and/or highly technical applications.
- Knowledge required to use and repair small/light equipment, such as power tools.
- Knowledge required to repair, develop, or install telecommunication systems and/or complex software or management information systems.
Licenses/Certifications:
- Training and certification for Comptia A+ and/or Comptia Network+.
- Microsoft MCSA certification in Windows 10.
- MCSE Enterprise Devices and Apps or Private Cloud, preferred.
- Valid Florida Driver's License or be able to obtain one within in 10 days of hire or moving to the State of Florida.
QUALIFICATIONS:
Knowledge, Skills and Abilities:
- Ability to work in a dynamic environment that requires the incumbent to be sensitive to change and responsive to changing goals, priorities, and needs.
- Analyze situations, identify problems and recommend solutions.
- Interact professionally with HART and consultant staff.
- Excellent verbal, written and interpersonal skills.
- Ability to organize and prioritize work and to meet deadlines.
- Ability to troubleshoot hardware and software.
- Ability to interact positively with a variety of personalities internally and externally.
- Ability to maintain strict confidentiality.
- Analytical/problem solving ability.
- Ability to be a flexible, effective team leader/player.
- Interacts daily with supervisor, peer groups, and customers.
- Excellent phone and communication skills and etiquette are required.
- Technical proficiency with Microsoft Operating systems and Microsoft Office Suite.
- Basic networking.
- Cisco Call Manager.
Physical Demands/Work Environment:
- Work is performed in a standard office environment.
- Ability to hear, see, speak, and perceive color, depth and texture.
- Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds.
- May be exposed to potentially intimidating and/or unreceptive members of the public; may occasionally be exposed to dangerous machinery, extreme weather conditions, extreme noise and physical harm.
Requirements:
It is the responsibility of all HART employees to provide a safe and secure environment for HART customers, contractors, visitors and fellow co-workers. HART employees are also responsible for:
- Adhering to stated policies and procedures relating to health and safety, security, and quality management.
- Recognizing and reporting all accidents and hazardous conditions.
- Assisting in the development of workplace safety procedures for their respective departments.
- Promoting workplace safety procedures within their department.
- Adhering to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.
Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.
The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
EEO Compliance: HART is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status or other status protected by Federal or State law.
ADA Compliance: Reasonable accommodations are available to persons with disabilities during the application process and/or interview process in accordance with the Americans with Disabilities Act.