Technical Support

Description

The City of Tampa is actively seeking a ambitious and outgoing Technical Support Analyst/ AV Technician to join their support team. This person will be a member of their tier one support team that is the first line of defense to support the City employees. Their 24/7 Help Desk team currently consists of 7 FTE's and 4 contractors, who are the first line of support to the Mayor's Office, City Departments, City Council, Police Department, and Fire Department. This person will be spending the majority of their time providing support to their 4,000 city employees to address and troubleshoot software and hardware issues. The work week for this individual will be approximately 35 hours per week

Skills

Help desk support, Help desk, Troubleshooting, Customer service, Service desk, Windows 10, Active directory, support, desktop

Top Skills Details

Help desk support,Help desk,Troubleshooting,Customer service,Service desk,Windows 10,Active directory

Additional Skills & Qualifications

• Technical Support, successful candidate should have over one year of experience. • General Support, successful candidate should have at least one year experience in installing and configuring computer equipment. • Should hold current certifications in ITIL and/or CompTIA A+ (not required, but preferred). • Interact with City of Tampa employees in a user-friendly and empathetic manner, irrespective of their technical proficiency. • Provide first-level technical support for hardware, software, and network-related issues through various communication channels, including phone, email, and remote assistance tools. • Log all support requests, incidents, and resolutions in a centralized ticketing system for tracking and reporting purposes. • Maintain a comprehensive knowledge base to facilitate quick problem-solving and assist end-users with frequently encountered issues. • Assist with mobile devices, including configuration, troubleshooting, and maintenance of cellular and portable communication devices, Apple and Android devices, cellular connectivity, and virtual meetings. • Extend specialized support for mobile devices, including setup, configuration, troubleshooting, and application assistance. Ensure that mobile devices seamlessly integrate with the City's IT infrastructure and enhance mobile productivity. • Diagnose, troubleshoot, and resolve technical problems efficiently to minimize downtime and disruptions. • Escalate complex issues to appropriate internal or external teams while maintaining ownership and communication with the end-user until resolution. • Assist in configuring, installing, and maintaining various hardware components, including computers, printers, scanners, and mobile devices. • Offer support for standard software applications, operating systems, and specialized software used by City of Tampa departments. • Assist users and departments in the setup and configuration of virtual meetings, ensuring optimal audio, video, and connectiv

Experience Level

Intermediate Level