Support Specialist – Help Desk

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🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $18 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Civitek Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1990

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Civitek Solutions is a technology company dedicated to empowering clerks of court by providing innovative payment processing and case management solutions. With over 30 years of experience, Civitek specializes in developing tools like the PayChoice™ API that facilitate court-related payments, citations management, and more. The company's deep understanding of the needs of Florida's Clerk's offices positions them as an ideal partner in streamlining payment processes and improving service delivery for local government operations.

📋 Description

• Respond to service desk phone lines, faxes, voicemail, web applications, and email to support end users • Perform initial assessment, triage, research, and resolution of basic incidents and service requests • Classify and prioritize incidents based on impact and urgency • Log and maintain all incidents and service requests in the Service Desk incident management tool • Respond to standard Tier 1 incident tickets upon initial customer contact • Escalate issues beyond the role’s scope and notify appropriate staff of escalated issues or complaints • Review the incident management tool daily and provide status reports on outstanding requests • Relay written and verbal solutions to customers as directed by supervisors or support analysts • Develop operational and technical knowledge through coordination with the Service Center • Recommend corrections, upgrades, and enhancements for applications and procedures • Maintain application software knowledge as upgrades, releases, and legislative changes occur • Provide courteous, professional, and high-quality service to internal and external customers

🎯 Requirements

• Associate's Degree or equivalent working experience • Four (4) years customer service experience, preferably technical service desk support • Professional and nonprofessional experience may be substituted year-for-year for the required education • Experience with customer service and technical service desk support • Strong communication, analytical, and instructional skills • Strong customer service, organizational, prioritization, and time management skills • Ability to multitask and work with tight deadlines • Excellent written and verbal communication skills • Ability to work with a personal computer and peripheral equipment in a Windows environment • Ability to utilize Microsoft Suite and familiarity with computers, printers, and standard office machines • Must be PCI compliant • Prior experience with court operations or a state agency preferred • Must be self-motivated, team-oriented, dependable, and reliable

🏖️ Benefits

• Salary of $18.00 per hour • Dynamic business culture that values, encourages, and includes employee thinking and collaboration • Opportunity to work on technology solutions that protect revenue, save time, and free up resources for Florida’s Clerks and Comptrollers