Technology Support Specialist II

Are you looking for a position with a work/life balance Do you want to earn four (4) weeks off during your first year of employment Do you want low and no cost health insurance options If you answered yes to any of these questions you need to complete your application now. Work for the city you love!!!

The Technology Solutions Department is actively seeking a Technology Support Specialist II.

Did you know as a City of Jacksonville employee you would also have twelve (12) paid holidays and a personal leave day as well In addition to health insurance dental vision life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after ten (10) years of public service and on-time payments.

This is technical support workbased on ticketed incidents and requests phone calls or email requests. The purpose of the role is to ensure prompt resolution and maintain high levels of customer satisfaction. The nature of the work is troubleshoot end user hardware and software problems managing service requests and delivering exceptional customer service.The work requires knowledge of techniques methods and procedures of various workstation hardware and software applications which is usually gained through specialized training or on-the-job experience.Working directly with City employees at all levels requires customer service skills in understanding and/or influencing people including the skills of persuasiveness assertiveness and sensitivity to others point of view that are required to influence behavior change an opinion or turn a situation around. The work is somewhat standardized in that tasks are covered by diversified procedures and specialized standards and because of changing priorities or different situations Specialists have the latitude to consider which of many procedures or standards should be followed and in what sequence. The work requires judgment and/or research in the search for solutions within ones known experience.It also requires good communication skills along with prompt decision-making. Being alert to new information listening and interacting with customers are keys to success . The role requires providing Level 1 and Level 2 technology support and escalating issues to the right specialty teams when needed. The work is performed in varied settings both centralized office and remote office locations such as field offices. Operates standard office equipment such as a laptop desktop and tablet computer. After-hours and on-call work is occasionally required. The physical demands consist of accessing and moving equipment which may be located on the floor.The work is performed under general supervision where the work assignments are varied and although subject to standard practices and procedures some latitude is permitted in setting priorities subject to supervisor approval.

• Work on service tickets to diagnose and resolve end user technical issues related to hardware software voice communications and network connectivity.
• Respond to client inquiries and service requests via phone email or in-person as needed.
• Provide customer support for software installation upgrade and configuration.
• Maintain detailed records of troubleshooting steps system information and resolution in the service ticket system.
• Escalate complex issues to higher-level support or specialized teams as necessary.
• Assist with the deployment and maintenance of IT infrastructure and equipment including audiovisual setups.
• Conduct training sessions for clients on use of workstation technology.
• Collaborate with other team members to identify and implement improvements in customer service processes.
• Ensure compliance with City policies procedures and service level agreements (SLAs).
• Perform work that requires the exercise of independent judgement and discretion in the performance of such work.
• Ensure cybersecurity best practices are included in all work
• Exercise discretion and maintain highly confidential information relating to customers as needed.
• Operate standard office equipment such as a workstation using Microsoft 365 Suite components and virtual meeting software including soft phone functions.
• Demonstrate proficiency in the City of Jacksonvilles competencies.
• Perform related duties as required.

• Knowledge of technology customer service best practices. Knowledge of advanced techniques methods and procedures used in the evaluation operation and preventive maintenance of workstations with Microsoft or Apple operating systems and related peripheral devices.
• Knowledge of standard workstation software packages (Microsoft 365 Suite virtual meeting soft phone.).
• Basic knowledge of network infrastructure including ports patch panels and switches
• Ability to apply basic knowledge of IP addressing DNS and cybersecurity best practices in an enterprise environment to resolve end user issues.
• Ability to perform the analysis identification diagnosis and resolution of workstation hardware and software problems.
• Ability to research read understand and apply technical and software instructions from trustworthy online sources.
• Ability to gain proficiency in new technologies and acquire certifications as required.
• Ability to perform the analysis design installation maintenance and upgrade of end user technology systems peripherals and related equipment.
• Ability to operate standard office equipment such as a workstation using Microsoft 365 Suite components virtual meeting and soft phone software.
• Ability to work independently and as part of a team.
• Ability to establish and maintain effective working relationships with others.
• Ability to communicate effectively both verbally and in writing withtechnical and non-technical audiences.

• Four years of education and/or experience in IT support or a technical client service role.
• Strong knowledge of operating systems (Windows macOS) and common desktop software applications.
• Excellent problem-solving skills and attention to detail.
• Exceptional communication and interpersonal skills.
• Familiarity with ITIL or other IT service management frameworks is a plus and desire to track necessary certifications.

• Bachelors degree in Information Technology Computer Science or a related field.
• Experience with remote support tools and techniques. Certification such as CompTIA A or Microsoft Certified Professional (MCP).
• Experience supporting audiovisual equipment for virtual meetings.

LICENSING/CERTIFICATION/REGISTRATION:

• A valid drivers license is required prior to appointment and must be maintained during employment in this class.

• Must qualify for prior to appointment obtain and maintain during employment in this class a City of Jacksonville certification as a public driver.

• The probationary period for this classification is six months.

• Depending upon assignment may be required to obtain specialized certifications.

• Must pass the Criminal Justice Information Services (CJIS) background screening performed by the Jacksonville Sherriffs Office prior to appointment.

• Within 30 days of appointment date to classification acquire and maintain the appropriate level of Criminal Justice Information Systems (CJIS) certification which corresponds to the job responsibilities. The level will be determined by current CJIS guidelines and may change periodically. Certification is obtained by successfully completing a web-based training course and test which covers physical security incident response the protection of information and other IT specific security threats vulnerabilities and risks.

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED.Apply at . Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education a copy of your college transcript with your social blacked out is required with your application. Transcripts do not need to be official but must state your name the schools name classes taken grades received type of degree and date degree was conferred.

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Certain servicemembers and veterans and the spouses and the family members of such service members and veterans receive preference and priority and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment and are encouraged to apply for positions being filled.

If claiming veterans preference you must attach a DD-214 (Member Form-4 copy) or military discharge papers or equivalent certification from the Department of Veterans Affairs listing military status dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable the additional forms as noted here: a candidate believes he or she was not afforded veterans preference he or she may file a written complaint within sixty (60) calendar days upon receipt of notification of the hiring decision requesting an investigation to:

Florida Department of Veterans Affairs

Attention: Veterans Preference Coordinator

11351 Ulmerton Road Suite 311-K

Largo FL 33778-1630

Email: