Technical Support Specialist I

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Description

The Technical Support Specialist provides remote and on-site support to internal student/faculty/staff professionals concerning desktop hardware, office applications, student applications and certain aspects of the networking infrastructure. This position will communicate directly with the customers concerning problems and their resolutions to each unique environment. The position will respond to telephone, email, web, and helpdesk requests to provide level 1 technical, end-user support.

Essential Functions/Duties

• Support Desktop Environment including Laptops and Mobile Devices.?
• Effectively communicate technical issues.?
• Troubleshoot Desktop and Application Environments.?
• Provide Application Installation and Support for approved Polk State Applications.?
• Assist with Inventory Management.?
• Basic ability to aid in analysis of and documentation of root-cause analysis.?
• Experience with Remote Troubleshooting/Support Tools.?
• Experience with Effective Malware/Spyware Removal Strategies.?
• Ability to diagnose problems through research and reasoning without the need for concise documentation.?
• Manage, prioritize, resolve, or escalate client support requests as appropriate within ticketing support system.?
• Other duties as assigned by supervisor.?

Typical Qualifications

• Required Skills:
• A+ Certification is required.
• Deploy Images to a Desktop Environment.
• An attitude of willingness and eagerness to learn is essential.
• Must be an effective communicator capable of interpreting complex desktop technology concepts and explaining same to all levels of non-technical users.?
• Assisting users remotely, good hardware knowledge.
• Knowledge of various manufacturer product lines of desktop and laptop systems including associated hardware, and interface/communication options is a strong plus.

• Working Conditions/Additional Information
• This is a full-time, on-campus position located at our Winter Haven or Lakeland campus. (Remote/hybrid options are not available.)
• During the first week of each semester, must be available to work evening hours to start the semester.
• Normal office working conditions; attendance at seminars, conferences, and technical training is beneficial.
• Sometimes requires coming in evenings, early mornings, and on Saturdays to start various workshops.
• Must be able to work proficiently in a busy, multi-office work area.
• Must be flexible and able to adapt well to changes.
• Work requires lifting and moving desktop equipment and other hardware.

• Salary and Benefits Information
• This position is level C15.

We offer a comprehensive benefits package that includes medical, dental, and vision coverage; short-term disability; paid holidays and sick leave; vacation (excluding faculty positions); retirement benefits for eligible employees; and college fee waivers.

• Required Education:
• A high school diploma or equivalent is required.
• A+ Certification is required.?

• Required Experience:
• At least one year of Information Technology work experience is required, preferably in the areas of PC support, networking, and telecommunications.

• Preferred Experience:?
• Additional related IT work experience is preferred.

Supplemental Information

Submissions that do not include all parts of the following required information will not be considered:

• a resume.
• an electronic job application (all sections MUST be completed).
• certifications.

• Important Information
• If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended, or deemed ineligible depending upon the date of your retirement.
• Polk State College participates in E-Verify. Candidates must provide documentation of eligibility to work in the United States. Polk State College does not provide visa sponsorship.
• To request Veteran’s Preference, please be sure to upload all necessary documents (DD-214, etc.) to your application.
• Polk State College is a drug-free workplace.
• Polk State College is committed to working with and providing reasonable accommodation to applicants and employees with disabilities. Reasonable accommodation is considered on a case-by-case basis.
• Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1, etc.) will not be considered.
• Reference checks, successful completion of a background check, and third-party Education Verification for all stated degrees will be required prior to employment.
• Polk State College does NOT provide relocation assistance for this position.

Equal Opportunity Statement Polk State College does not discriminate on the basis of race, color, national origin, sex, disability, or age in its programs, activities, or employment. For information about the College’s equal access and equal opportunity policies and procedures, or to file a complaint, please contact:

Title IX Coordinator

3425 Winter Lake Road

Lakeland, FL 33803

863.669.2903

compliance@polk.edu

For additional information, visit polk.edu/compliance

We encourage applicants to provide feedback on their experience or request help at Careers@polk.edu.