Technical Support I

Located in Punta Gorda, FL

Technical Support I

Location: Punta Gorda, FL
Pay Rate: $18.00–$23.25 per hour
Department: Information Technology
Schedule: Monday – Friday, 8:00 AM – 5:00 PM
Work Location: In-Office Only (Not Eligible for Remote Work)

 

SUMMARY

This entry-level Service Desk position is responsible for performing technical and analytical work of moderate difficulty. The Technical Support role ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving help requests and escalating incidents when considered appropriate.

 

This position requires excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of client computing resources.

This is an in-office position and is not eligible for remote work.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

The work schedule is from 8:00 AM to 5:00 PM Monday – Friday. The employee will work at multiple office locations, as scheduled.

 

Adheres to and promotes the organization's Mission, Vision and Core Values.

 

Basic technical work related to the installation, maintenance, operation and repair of computer systems including all aspects of customer service.

 

Receives and responds to incidents and requests submitted to the Service Desk system and emails; answers phone calls at the support number.

 

Documents incidents, issues or requests within the department's Service Desk system.

 

Provides technical support of client-level computer hardware and software applications.

 

Provides support and level I analysis of enterprise applications issues or requests.

 

Recognizes and escalates more difficult problems to Tier II support.

 

Analyzes reported problems or requests for services and determines a course of action.

 

Runs PC Client-server based daily production jobs, including data/image exports, file transfers, schedulers, programs, forms and reports.

 

Troubleshoots system hardware and software problems related to production.

 

Installs, configures and maintains PC hardware, software, and peripheral equipment for system users in accordance with organizational standards.

 

Monitors desktop performance and makes recommendations for fixes and/or forwards requests for repairs.

Performs asset management including annual physical inventory.

 

Maintains an inventory of Information Technology (IT) resources throughout entire lifecycle; receiving new equipment, maintaining the system with accurate locations as devices are relocated, preparing the disposition of retired assets.

 

Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Works with vendors for equipment and software support; requests quotes for equipment and services.

Tests and verifies fixes; follows up with customers to ensure an incident has been adequately resolved.

Develops and maintains Frequently Asked Questions (FAQs) in Service Desk system.

 

Provides suggestions for continuous innovation and improvement for Service Desk processes and procedures.

Additional duties may be assigned that are not noted here.

 

PERSONAL ATTRIBUTES

 

Thoroughness and keen attention to detail.

Highly organized and orderly.

Exceptional customer service orientation.

Highly self-motivated and directed.

 

OTHER SKILLS AND ABILITIES

 

Requires excellent problem-solving and customer service skills.

Ability to communicate clearly both verbally and in writing.

Ability to accurately define incidents, problems, and related events in the Service Desk system.

Ability to follow standard operating procedures and documentation.

Ability to quickly change direction and manage competing priorities.

Ability to handle frequent interruption and balance incident handling with project work.

Ability to effectively prioritize and execute tasks in a timely manner.

Ability to learn quickly and take ownership of position.

Ability to maintain clean and well-organized work areas.

Ability to follow established standards and make suggestions for improvement.

Ability to work independently without the need for micromanagement and excessive supervision.

 

EDUCATION AND/OR EXPERIENCE

 

A high school degree or GED, associate's degree in Computer Science or equivalent combination of education and information systems experience is preferred. A working knowledge of Windows client operating systems with the ability to install, support and troubleshoot PC hardware/software is required.

 

CERTIFICATES, LICENSES, REGISTRATIONS

 

Must possess CompTIA A+ and ITIL Foundation certifications or the ability to obtain within six months of hire date.

Must possess a valid Florida Driver's License in order to drive an organizational vehicle to transport self or equipment to various offices.

 

MATHEMATICAL SKILLS

 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to interpret bar graphs.

 

EMPLOYEE BENEFITS

 

This position offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance.

 

Medical, Dental, Vision & Supplemental Insurance

 

Medical insurance, including dental and vision coverage, with listed monthly premiums ranging from $26 for single coverage to $315 for family coverage.

 

$200 monthly medical benefit supplement for qualifying employees covered under a dependent plan.

 

Basic term life and accidental death and dismemberment insurance, with additional coverage options up to $100,000.

Free Employee Assistance Program for employees and their families.

 

Short-term and long-term disability insurance.

 

Health Savings Account (HSA) with opportunities to earn up to $500 for single coverage or $1,000 for employee and spouse annually through the wellness program.

 

Flexible Spending Accounts for medical and dependent care expenses.

 

Optional life, cancer, accident, and long-term care insurance.

 

Employee Health Clinic & Wellness Programs

 

Eligible insured employees and covered family members age 8 and older have access to an Employee Health Center offering:

 

Primary care services.

On-site prescriptions.

On-site lab work, digital X-rays, stress tests, EKGs, and health risk assessments.

Weight, diabetes, and high blood pressure management.

Smoking cessation programs.

 

Retirement Benefits

Participation in the Florida Retirement System (FRS), with investment and pension plan options.

 

457 and Roth deferred compensation retirement savings plans.

 

Paid Holidays & Time Off

 

11 paid holidays annually.

 

Paid birthday leave for full-time employees after completing the initial 180-day introductory period.

 

Accrued paid time off, available for use after 30 days with notice.

 

Paid time off accrual increases based on length of service and hours worked.

 

Training & Professional Development

In-house training and development opportunities.

Programs designed to strengthen interpersonal, professional, and leadership skills.

Public Service Student Loan Forgiveness

Employees with qualifying student loans may be eligible for the federal Public Service Loan Forgiveness (PSLF) Program.

Benefits are subject to eligibility requirements, applicable plan terms, and current employer policies. Specific premiums and benefits may vary.

 

-If you are interested in applying, please call/text 941.629.2611 or you can send your resume to Jobs.PortCharlotteFL@Expresspros.com.

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