Support Specialist - Help Desk
Unclassified - Tallahassee, FL
posted 3 months ago
About the position
Located in Tallahassee, Florida, the Florida Association of Court Clerks & Comptrollers is a statewide, non-profit member association comprised of the Florida Clerks of the Circuit Court and Comptrollers. CiviTek Solutions, a wholly-owned subsidiary of the Florida Association of Court Clerks, Inc. (FCCC), was established in 1991 to provide financial and technical services for the Clerks of Circuit Court and Comptrollers of the State of Florida. The Support Specialist position is responsible for the initial intake of all end-user service requests through various channels including calls, e-mails, faxes, web applications, and mail. This role involves making an initial assessment, triaging, researching, and resolving basic incidents and requests related to application software products and infrastructure components. The Support Specialist addresses and resolves basic incidents and requests, logs all incidents, and engages other service desk resources for escalation when necessary, ensuring timely resolution of issues that exceed their scope of ability. Key responsibilities include responding to service desk phone lines, faxes, voicemail, web applications, and email to provide support to end-users in a timely and courteous manner. The specialist must understand and follow proper elevation procedures for classifying incidents, providing initial incident support, and prioritizing incidents based on impact and urgency. All incidents and service requests must be tracked in the Service Desk incident management tool, which should be maintained as directed by the Service Center Manager. The role also requires daily review of the incident management tool to provide status reports concerning outstanding problem requests to designated staff, Help Desk Supervisor, and/or Administrator. The Support Specialist is expected to communicate effectively with coworkers, management, staff, Clerk's offices, the general public, and others in a professional manner, while continuously developing operational and technical knowledge through coordination and discussions with the Service Center. This position is integral to ensuring high-quality customer service to all internal and external customers, and it requires a commitment to maintaining knowledge on application software as upgrades and legislative changes occur.
Responsibilities
- Respond to service desk phone lines, faxes, voicemail, web-apps, and email to provide support to end-users in a timely and courteous manner.
- Classify incidents, provide initial incident support, and prioritize incidents based on impact and urgency.
- Track all incident and service requests in the Service Desk incident management tool and maintain it as directed by the Service Center Manager.
- Respond to standard Tier 1 incident tickets upon initial customer contact.
- Log incidents/requests into the Service Center incident management tool if beyond the scope of ability or responsibility.
- Provide immediate notification to appropriate staff of escalated issues or complaints.
- Review the incident management tool daily and provide status reports concerning outstanding problem requests to designated staff, Help Desk Supervisor, and/or Administrator.
- Relay written and verbal solutions to customers as directed by Support Specialist III, Application Support Analyst, or Administrator.
- Continuously develop operational and technical knowledge through coordination and discussions with the Service Center.
- Provide recommendations for corrections, upgrades, and enhancements for applications and procedures to designated staff members.
- Communicate with coworkers, management, staff, Clerk's offices, the general public, and others in a courteous and professional manner.
- Conform with and abide by all regulations, policies, work procedures, safety rules, and regulations.
- Respond promptly and professionally to telephone calls and correspondence, including emails and faxes.
- Utilize good grammar and professional writing skills in all communications.
- Learn basic business logic processes for each application supported.
- Maintain knowledge on application software as upgrades, releases, and legislative changes occur.
Requirements
- Associate's Degree or equivalent working experience.
- Four (4) years of customer service experience preferred in technical service desk support.
- Strong communication, analytical, and instructional skills.
- Extensive working knowledge of customer service skills.
- Excellent organizational, prioritization, and strong time management skills.
- Ability to work with tight deadlines and multitask.
- Excellent written and verbal communication skills.
- Dependable and reliable with a strong work ethic.
- Ability to work with a personal computer and peripheral equipment in a Windows environment.
- Familiarity with Microsoft Suite, computers, printers, and standard office machines.
- Must be PCI compliant.
Nice-to-haves
- Prior working experience with court operations or state agency.
Benefits
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Vision insurance
- Employee discount program
- Paid leave time
- Paid holidays
- Professional development opportunities
