reSOURCE Government Services

Job Title: ITS Support Specialist
Department: Martin County Information Technology Services Department located @ 2401 SE Monterey Road, Stuart, FL 34996
Hours: 8:00 a.m. - 5:00 p.m. Monday through Friday 
Pay: $20.37 per hr./full time benefits offered through contract company.

The candidate MUST have a strong background in customer service.

CONTRACT position with reSOURCE Government Services. THIS IS NOT A DIRECT HIRE POSITION WITH MARTIN COUNTY BOCC!

Must pass criminal background, drug testing, and MVR check

SUMMARY:
Provide diversified administrative, technical, and project coordination support assisting customers and ITS operations. Work involves a full range of business office functions with the primary function being the first point of contact for ITS incident requests, customer support, and assigned project coordination activities. This position supports project management processes including project tracking, documentation, communication coordination, scheduling, and assigned operational or technical project tasks in support of ITS initiatives.

In the event of a natural or man-made disaster that may threaten the area, the employee may be required to perform emergency duties as directed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Note: The listed duties are illustrative only and are not intended to describe each and every function, which may be performed in the job class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.) 

Customer Service & Documentation
Acts as first point of contact to log, classify, and prioritize tickets using first level problem determination techniques to analyze and solve problems per the ITS SLA/Service Level Agreement. 

Maintain/Respond to Help Desk phone calls and tickets in work management system.

Provide excellent customer service to all constituents, including staff and public, to facilitate a timely resolution of all reported problems.

Reassigns, escalates, or enlists support from internal staff when needed; provides customer with directions for resolution via telephone, e-mail, PC remote control and may perform onsite visit in person, or assist with coordination of onsite visit by third-party support.

Creates/updates easy-to-use end-user documentation on procedures and processes with a specific focus on recurring issues.

Technical Support & Troubleshooting 
Provide timely and accurate technical guidance and consultation to end users, including business process improvements using technology.

Serves as back-up for select software applications or hardware support, including technical and end-user support, which may include deployment for support.

Performs data entry and maintains accurate records within appropriate applications and systems.

Basic telephone system end-user functions.

Business Operations
Provides administrative, operational, and project coordination assistance to management and departmental staff as assigned.

Assists with business office functions, departmental operations, documentation, scheduling, communication coordination, and other ITS support activities as needed for departmental initiatives and operational efficiency.

Works with vendors to resolve various issues relating to incorrect orders, damaged products, and invoice discrepancies.

Performs work related to this job description as required.

KNOWLEDGE, SKILLS AND ABILITIES: (Note: The knowledge, skills, and abilities identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Excellent customer service skills, including ability to communicate effectively in-person, over the phone, and in writing.

Knowledge of administrative principles and practices.

Knowledge of customer service desk software.

Ability to use computer software (Word, Excel, PowerPoint, etc.) and enter data accurately from a wide variety of source documents.

Working knowledge of the functions, workflows and procedures involved in customer service front-line support.

Ability to keep information secure and confidential must be of utmost priority.

Ability to work independently.

Ability to maintain effective working relationships at all levels.

Ability to research, diagnose and resolve technical problems.

Ability to troubleshoot problems using computer diagnostic tools.

Ability to produce and maintain financial and/or statistical records, if required, and to prepare periodic reports from such records.

Ability to plan, organize, and use mature judgment in evaluating situations and making decisions in accordance with established policy.

EDUCATION and/or EXPERIENCE:

Must possess an Associate’s Degree in Computer Science, Information Technology or closely related field and two (2) years of experience in providing end-user support and resolving technical hardware and/or software problems.

Additional qualifying education and/or experience which provide the necessary knowledge, skills and abilities may be substituted one for the other on a year for year basis.

CERTIFICATES, LICENSES, REGISTRATIONS:

Must possess a valid Florida Driver’s License

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acceptable eyesight (with or without correction)

Acceptable hearing (with or without correction)

Ability to sit for long periods of time.

Ability to move, lift, carry, transport equipment or objects weighing up to twenty (20) pounds.

Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other related office equipment as necessary.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily indoors.

Involves frequent interaction with people.

ADA/COMPLIANCE STATEMENT:

This document may be reproduced upon request in an alternative format by contacting the County ADA Coordinator (772) 320-3131, the County Administration Office (772) 288-5400, Florida Relay 711, or by completing our accessibility feedback form at www.martin.fl.us/accessibility-feedback.

EEO STATEMENT:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.