Support Specialist - Help Desk
Our client is a statewide, nonprofit member association serving Florida Clerks of the Circuit Court and Comptrollers. Through a wholly owned subsidiary, it provides financial and technical services, including technology solutions designed to support clerks’ operations. The organization focuses on protecting revenue, saving time, and freeing resources for clerks while maintaining a strong commitment to integrity, customer service, collaboration, and innovation.
About the role
The Support Specialist - Help Desk provides initial intake, assessment, and resolution of end-user service requests related to application software and infrastructure. This role ensures timely and courteous technical support by managing incident tickets, escalating issues appropriately, and clearly communicating solutions. The position plays an important role in maintaining efficient operations, resolving technical issues, and delivering a positive customer experience.
Responsibilities
- Respond to service desk contacts through phone, email, fax, web applications, and mail
- Assess, triage, research, and resolve basic incidents and service requests
- Log and track all incidents and service requests in the incident management system
- Escalate issues outside the role’s scope to the appropriate resources in a timely manner
- Immediately notify relevant staff of escalated issues or complaints
- Provide status updates on outstanding requests to supervisors and administrators
- Communicate written and verbal solutions as directed
- Continuously maintain and expand operational and technical knowledge
- Communicate professionally with coworkers, management, clerks’ offices, and the public
- Follow applicable policies, procedures, and safety regulations
- Maintain knowledge of application software updates, releases, and legislative changes
Requirements
- Associate’s degree or equivalent work experience
- Four years of customer service experience, preferably in technical help desk support
- Strong communication, analytical, and instructional skills
- Prior experience with court operations or state agencies preferred
- Extensive customer service skills
- Strong work ethic and team-oriented approach
- Excellent organizational, prioritization, and time-management skills
- Dependable and reliable
- Proficiency with Windows environments, Microsoft Office Suite, and standard office equipment
- Understanding of PCI compliance
Pay
$18.00 per hour