Computer Support Specialist II

Description

Are you ready to take the next step in your IT career? We’re seeking a motivated and skilled Computer Support Specialist II to provide advanced technical support for computers, devices, and peripherals within the Tax Collector’s Office. This role serves as a second-level support resource, requiring strong troubleshooting skills, the ability to work independently, and a calm, solution-focused approach under pressure. You'll guide less experienced staff, maintain critical systems, manage deployments, and ensure high-quality customer service. If you’re passionate about technology, thrive in a fast-paced environment, and meet the qualifications—including certifications and experience—this is your opportunity to grow and make a greater impact.

In addition to Competitive Pay, this position is eligible for a variety of benefits including:

• WORK LIFE BALANCE: Paid Time Off & Holiday pay
• HEALTH & WELLNESS: Medical, Dental, Vision and other short- and long-term disability programs, Telehealth and wellness programs such as Accident Protection Plans and Critical Illness Plans
• SAVINGS & RETIREMENT BENEFITS: Florida Retirement System and Deferred Compensation with Employer Match
• INSURANCE: Company paid Life Insurance
• OTHER INSURANCE PROGRAMS: Additional Life Insurance for you and your family and Pet Insurance. We love our pets!
• LIFE EVENTS: Employee Assistance Program (EAP), Legal and financial assistance benefits
• ADDED VALUE: Training & Development Program, Tuition Reimbursement
  
  

The Computer Support Specialist II role is to provide support to Tax Collector computers, devices, and peripheral equipment such that end users can accomplish their tasks. This role requires the use of standard tools and test equipment, and the ability to isolate and troubleshoot problems in a logical and methodical manner. This role requires the ability to work calmly and effectively while under pressure. Must have and provide broader support knowledge and delivery of services. Must be able to work with minimal supervision.

Main Responsibilities

• Serves as second-level support contact for customers seeking technical assistance over the phone, email, chat, Ticketing System.
• Performs technical assistance utilizing remote tools to troubleshoot problems associated with information technology (IT), including personal computers (PCs), peripherals, communications, software, and external services.
• Provides Quality Assurance and Technical Support Services to less experienced Computer Support Specialists.
• Completes technical job functions and answers technical questions.
• Logs support calls, obtaining essential information from clients to solve problems and guiding them through performing specific tasks.
• Follow-up and update customer status and information. If not able to assist the client, process the call for escalation to the next support level.
• Responsible for receiving hardware deliveries, updating tickets, transfer of equipment and inventory maintenance.
• Performs setup, coordinates deliveries, and provides support for mobile devices.
• Identify and suggest possible improvements to procedures.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Deploy and maintain all organization handheld devices including (but not limited to) iPhones, iPads, and tablet PC’s. Configure, test, and deploy new hardware and software per state and local requirements, including Microsoft and Windows updates.
• Create and maintain images of various computer installations for use in deploying new machines or repairing issues with existing installations.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Responsible for communicating details of technical systems changes, upgrades, etc. to end users.
• Performs other duties as directed.
  
  

Requirements

• Working towards a degree or certification related to Information Technology, or related field and three year’s work experience with computers, printers, communication systems (Teams, WebEx, etc.) and/or networks; or an equivalent combination of related training and experience.
• Demonstrates ability to troubleshoot simple desktop computing problems and provide communicate effective instructions over the phone or in-person required.
• Valid Florida driver’s license required at time of application.
• Have or earn at least 2 of 3 current, active certifications such as those listed below (or equivalent) within 60 days
  
  

MTA: Windows Operating System Fundamentals MD-101: Modern Desktop Administrator Associate CompTIA A+

• Familiarity with O365 products
• Response to support tickets must be complete as determined by appropriate Service Level Agreements (SLAs).
• Written and oral communication skills, and interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language and absorb and retain information quickly.
• May require after hours, weekend or emergency (natural disaster, major incident, etc.) support.
• Three years’ experience and have or earn at least 2 or 3 higher certifications above or equivalent within 60 days.
• Must have and provide broader support knowledge and delivery of services.
• Must be able to work with minimal supervision.
  
  

FLSA Status Description

Work is performed independently under limited supervision with some latitude. Position typically requires processing and interpreting complex, less clearly defined issues.

Work Conditions

Physical Ability: Tasks require the ability to exert light physical effort in light to moderate work, which may involve some lifting, carrying, pushing and/or pulling of objects and material of light weight (5-50 lbs.). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing.

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.