Support Specialist - Help Desk

Florida Assn Crt Clerks Inc is seeking an on-site Support Specialist - Help Desk to be the first point of contact for end-user service requests in Tallahassee, FL. In this role, you will handle intake through multiple channels, perform initial triage and troubleshooting, and use the service desk tool to track and escalate issues as needed.

This position focuses on timely, courteous Tier 1 support, including daily follow-up on outstanding problem requests and clear communication of next steps to customers and internal stakeholders.

Key Responsibilities

• Answer service desk intake across phone lines, faxes, voicemail, web-apps, and email to support end-users in a timely, courteous manner.
• Classify incidents correctly, provide initial incident support, and prioritize based on impact and urgency across different call and customer types.
• Track all incidents and service requests in the Service Desk incident management tool and maintain the tool as directed by the Service Center Manager.
• Provide initial Tier 1 incident support during first customer contact, and log incidents or requests in the service desk tool when they fall outside your scope.
• Notify the appropriate staff immediately when issues or complaints are escalated.
• Review the incident management tool daily and submit status reports on outstanding problem requests to designated staff, the Help Desk Supervisor, and/or an Administrator.
• Relay written and verbal solutions to customers as directed by the Help Desk Supervisor, Application Support Analyst, or Administrator.
• Continuously build operational and technical knowledge through coordination and discussions with the Service Center.
• Provide recommendations for corrections, upgrades, and enhancements to applications and procedures to designated staff members.
• Maintain professional, courteous communication with coworkers, management, staff, Clerk’s offices, the general public, and others.
• Follow all regulations, policies, work procedures, and safety rules and instructions.
• Return telephone calls and respond to correspondence, email, and faxes promptly and professionally.
• Use strong grammar and professional writing skills to support customer service and documentation.
• Deliver high-quality customer service to both internal and external customers.
• Learn basic business logic process for each application supported.
• Maintain knowledge of the application software as upgrades, releases, and legislative changes occur.

Minimum Requirements

• Associate's Degree or the equivalent working experience (required).
• Four (4) years of customer service experience with preferred technical service desk support (required).
• Motivation with a high level of communication, analytical, and instructional skills (required).
• Professional and nonprofessional experience as described can be substituted for required education on a year-for-year basis.
• Strong customer service skills and a dependable, reliable work style.
• Self-motivated, team-oriented, with a strong work ethic.
• Excellent organization, prioritization, and time management, with the ability to multitask and meet 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.
• Prior working experience with court operations or experience with a state agency (preferred).

Location and Compensation

• Location: Tallahassee, FL (on-site)
• Pay: USD 18 per hourly

Technologies

• Windows
• Microsoft Suite