Client Technologies Technician (Tier 2 Customer Support, Windows OS, Office, Outlook, TCP/IP)
FLDOC-2020
The Client Technologies Technician will perform the following duties and responsibilities in this position:
? Configure and install software for IT user desktops and laptops;
? Participate in the installation and rollout of new software packages, upgrades and new desktop hardware;
? Maintain desktop software and hardware;
? Support mobile workforce;
? Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems;
? Troubleshoot problems using scripts and checklists as guides;
? Escalate to Tier 3 support when necessary;
? Documents problems and resolutions;
? Perform end-user training, if applicable;
? Provide quality customer service;
? Participate in the testing and evaluation of new desktop packages; and
? Implement prototypes.
? Typically has three (3) to five (5) years of IT work experience with demonstrated working knowledge of the basic hardware and software products and problem-solving troubleshooting skills.
Client Technologies Technician:
Key Knowledge, Skills:
? Two (2) or more years of experience in the provision of Tier 2 Customer Support for desktop computers, printers, scanners, etc.
? Experience installing, troubleshooting, and supporting desktop applications and operating systems including, but not limited to, Windows OS, Office, Outlook, and Internet Explorer;
? Experience installing and troubleshooting computer hardware and software to include, but not be limited to, personal computers, printers, and peripherals in both a network and standalone environment
? Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems;
? Knowledge of TCP/IP protocols;
? Experience with installing and troubleshooting 3270 emulation software
? Experience installing, diagnosing, and repairing hardware to include, but not be limited to, hard drives, RAM, processors, CD-RWs, DVD-RW's, multimedia kits, and other peripherals;
? Experience using imaging software for deploying desktop PC's;
? Experience providing VoIP phone support
? Experience providing VPN client support
? Experience working for a criminal justice agency
? Knowledge of Information Technology standards in a criminal justice environment
? Experience supporting end users in a criminal justice environment
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