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State of florida Information Technology jobs
Duties and Responsibilities for State of florida Information Technology jobs
- Initial point of contact for clients requiring technical troubleshooting experience on hardware, software, network and connectivity issues.
- Identify, research, analyze, diagnose, resolve and close first level technical problems in a quality and timely manner.
- Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
- Monitor service desk tickets volume and ensure timely closure of all assigned tickets.
- Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
- Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
- Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
- Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
- Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that BBOX supports.
- Meet all financial performance objectives for area of responsibility and take corrective action as needed.
- Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.
- Achieve performance targets established by leadership for applicable Key Performance Indicators.
- Perform other duties as assigned by management.
Qualifications / Experience
- High School Diploma required; Associates Degree in Information Technology or related, preferred.
- 1+ years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred.
- Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.
- Service awareness of all organization’s key product and service offerings for which support is being provided.
- Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
- Excellent problem solving skills with demonstrated success in root cause analysis.
- Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
- Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
- Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.
Last Date:
25 October 2021
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