Customer Service Technician - Onsite Tallahassee, FL

4 Scope of Services

The
Customer Support Technician will provide Tier I software support for systems
used by the Office of Work Program and Budget (OWPB), working primarily
within the Work Program & Budget Systems Support unit. This unit is
responsible for technical and programming assistance, generating automated
reports, and coordinating with the Office of Information Systems for system
enhancements and maintenance. The position will assist in maintaining and
modernizing legacy mainframe systems, converting mainframe reports into
modern software solutions, and troubleshooting both mainframe and
contemporary financial management systems under the guidance of senior
technical staff.

While the
primary focus is on the Work Program & Budget Systems Support unit, this
role indirectly supports other OWPB offices by ensuring the reliability and
functionality of software systems they depend on. These include offices
responsible for budget development and monitoring, federal aid management,
financial planning and resource allocation, strategic operations, production
management, and work program development. By providing Tier I software
support, the position contributes to the smooth operation of processes such
as legislative budget requests, federal obligation planning, financial
performance monitoring, and the development of the Five -Year Work Program.

Responsibilities
include diagnosing and resolving basic software issues, escalating complex
problems to senior technical staff, and maintaining accurate support data in
tracking systems. The position will assist in debugging and troubleshooting
mainframe environments, support data integration and report conversion tasks,
and collaborate with development teams to align with technical direction and
standard practices. Participation in quality improvement activities and
learning best practices for system modernization are also essential elements
of the role.

This
entry -level position operates at a Tier I support level for low -to -medium
complexity software issues, functioning under general supervision. It offers
opportunities for learning and professional growth, particularly in the
realms of mainframe and modern software systems used within OWPB.

5 Education

Associate’s or Bachelor’s Degree, or technical
institute degree/certificate in Computer Science, Information

Systems, or other related field. Or equivalent work
experience.

6 Experience

0 to 1
year of IT work experience in computer systems or support with demonstrated
working knowledge of basic hardware and software products and problem
solving/troubleshooting skills.

7 Primary Job Duties/ Tasks

The submitted candidate
must be able to perform the following duties and/or tasks:

1. Provide software support for
   applications used by the Office of Work Program and Budget (OWPB),
   following documented procedures and checklists.
   
2. Diagnose and resolve basic
   software issues; escalate complex problems to senior technical staff as
   needed.
   
3. Enter and maintain accurate
   support data in the tracking system.
   
4. Assist in debugging and
   troubleshooting mainframe operating systems under supervision.
   
5. Support efforts to convert
   legacy mainframe reports into modern software products.
   
6. Learn and apply standard
   practices for system modernization and data integration.
   
7. Collaborate with development
   teams to understand technical direction and assist with routine tasks.
   
8. Participate in quality
   improvement activities and document findings for review.
   
9. Assist in testing system
   changes and enhancements, including preparing basic test scenarios and
   validating results.
   
10. Help maintain and update
    automated reports used by OWPB and District offices.
    
11. Provide basic analysis of
    software issues impacting financial management systems and recommend
    escalation when necessary.
    
12. Support routine monitoring of
    system performance and report anomalies to senior staff.
    
13. Assist in documenting workflows
    and system processes for future reference and training.
    
14. Learn and use a variety of
    platforms, including legacy mainframe and modern applications, to
    support OWPB operations.
    
15. Communicate effectively with
    internal users to gather information about issues and provide status
    updates.
    

8 Job Specific Knowledge, Skills, and Abilities (KSAs)

The
submitted candidate must be able to apply common knowledge, skills, and
abilities in the following areas:

1. Basic knowledge of an
   application and reporting environment.
   
2. Familiarity with terminology
   and concepts of relational databases and basic SQL queries.
   
3. Skilled in use of modern
   development tools and platforms such as Visual Studio and SQL Server
   Management Studio.
   
4. Awareness of legacy reporting
   tools like FOCUS/WebFOCUS and willingness to learn legacy programming
   concepts.
   
5. Understanding of data
   integration concepts and ability to assist with routine data conversion
   tasks.
   
6. Ability to learn processes
   related to financial management systems and modernization initiatives.
   
7. Strong verbal and written
   communication skills, with the ability to interact effectively with team
   members and internal customers.
   
8. Ability to document issues,
   resolutions, and workflows clearly and accurately.
   
9. Basic problem -solving and
   troubleshooting skills for software applications.
   
10. Ability to follow established
    procedures and checklists for Tier I support tasks.
    
11. Willingness to learn best
    practices for system testing, including preparing simple test scenarios
    and validating results.
    
12. Ability to work with multiple
    platforms, including legacy mainframe and modern applications, under
    supervision.
    
13. Ability to manage multiple
    tasks, prioritize effectively, and work both independently and as part
    of a team.
    
14. Professionalism in dealing with
    all levels of staff and maintaining a customer -focused approach.
    
15. Ability to learn and apply
    departmental standards for information systems documentation.
    

9 General Knowledge Skills and Abilities (KSAs)

The submitted candidate must
be able to apply common knowledge, skills, and abilities in the following
areas:

1. Communication: Ability to clearly convey information, in both written
and verbal formats, to individuals or groups in a wide variety of settings
(i.e., project team meetings, management presentations, etc.). Must have the
ability to effectively listen and process information provided by others.

2. Customer Service: Works well with clients and customers (i.e., business
office, public, or other agencies). Able to assess the needs of the customer,
provide information or assistance to satisfy expectations or resolve a
problem.

3. Decision Making: Makes sound, well -informed,
and objective decisions.

4. Flexibility: Open
to change, new processes (or process improvement), and new information. Has
the ability to adapt in response to new information, changing conditions, or
unexpected obstacles. Ability to receive and give constructive criticism and
maintain effective work relationships with others.

5. Interpersonal: Shows friendliness, courtesy,
understanding, and politeness to others.

6. Leadership: Motivates, encourages, and
challenges others. Adapt leadership styles in a variety of situations.

7. Problem Solving: Ability to identify, evaluate, and use sound judgement to
generate and evaluate alternative actions, and make recommendations as
accordingly.

8. Team Building: Encourages, inspires, and guides others toward
accomplishing the common goal.