Support Specialist – Help Desk

This is a fully remote position, open to applicants in Florida.

📋 Description

• Answer service desk phone lines, faxes, voicemails, web applications, and emails to assist end users.

• Conduct initial evaluations, triage, research, and resolve basic incidents and service requests.

• Classify and prioritize incidents according to their impact and urgency.

• Record and manage all incidents and service requests in the Service Desk incident management system.

• Address standard Tier 1 incident tickets upon initial contact with customers.

• Escalate issues that exceed the role’s responsibilities and inform the appropriate personnel of escalated concerns or complaints.

• Review the incident management system daily and provide status updates on pending requests.

• Communicate written and verbal solutions to customers as directed by supervisors or support analysts.

• Enhance operational and technical knowledge through collaboration with the Service Center.

• Suggest corrections, upgrades, and improvements for applications and procedures.

• Stay updated on application software knowledge as upgrades, releases, and legislative changes occur.

• Deliver courteous, professional, and high-quality service to both internal and external customers.

⛳️ Requirements

• Associate's Degree or equivalent work experience.

• Four (4) years of customer service experience, preferably in technical service desk support.

• Professional and nonprofessional experience may be substituted year-for-year for the required education.

• Experience in customer service and technical service desk support.

• Strong communication, analytical, and instructional skills.

• Excellent customer service, organizational, prioritization, and time management skills.

• Ability to multitask and operate under tight deadlines.

• Outstanding written and verbal communication abilities.

• Proficient in using a personal computer and peripheral devices in a Windows environment.

• Familiarity with Microsoft Suite, computers, printers, and standard office equipment.

• Must be PCI compliant.

• Prior experience with court operations or a state agency is preferred.

• Must be self-motivated, team-oriented, dependable, and trustworthy.

🏝️ Benefits

• Salary of $18.00 per hour.

• A dynamic business culture that values, encourages, and includes employee input and collaboration.

• Opportunity to engage in technology solutions that safeguard revenue, save time, and allocate resources for Florida’s Clerks and Comptrollers.