User Support Specialist II

Please label all uploaded documents with your full name (for example: Jane_Doe_Resume ). This helps ensure your materials are properly matched to your application. If you are a currently active Polk State College employee, please create an account using your polk.edu staff email address. Our HR system will not recognize you as an active employee. Description The User Support Specialist II provides Tier 2 & 3 remote and on-site support to internal stakeholders concerning desktop hardware, office applications, student applications, and the networking infrastructure. This position will communicate directly with the external vendors concerning problems and their resolutions to each unique environment. The position will respond to Teams, phone, email, web, and helpdesk requests to provide tier 2 & 3 technical, end-user support. Essential Functions/Duties Effectively communicate technical issues with management, users, and vendors. Troubleshoot Desktop and Application issues as well as escalated calls. Research, test and document new and current technology products and procedures. Develop proof-of-concept testing for implementation of modern technologies. Application deployment to all Desktops within domain. Inventory Management of Desktop Hardware. Basic Active Directory management. Resolve all technical support issues as assigned. Experience with networking concepts. Ability to diagnose problems through research and reasoning without the need for concise documentation. Other duties as assigned by supervisor.

Typical Qualifications Required Skills:

A+ Certification is required to be earned within the first 6 months Ability to deploy Images to a Desktop Environment. An attitude of willingness and eagerness to learn is essential. Must be an effective communicator capable of interpreting complex desktop technology concepts and explaining the same to all levels of non-technical users. Assisting users remotely, with good hardware knowledge. Knowledge of desktop and laptop systems, including associated hardware, and interface/communication options is a strong plus. Experience with Apple ecosystems. Must be proficient with personal computers and be able to effectively use word processing, spreadsheet applications, and email. Network scanner, Barcode scanner, Multimeter, and other testing equipment. Support and troubleshoot basic networking, wireless, hardware, software, and mobile devices and technologies. Assist Desktop Support I Technicians by mentoring and training. Working Conditions/Additional Information Normal office working conditions; attendance at seminars, conferences, and technical training is beneficial. Sometimes it requires coming in in the evenings, early in the mornings, and on Saturdays to start various projects. Must be able to work proficiently in a busy, multi-office work area. Must be flexible and able to adapt quickly to changes. Work requires lifting and moving desktop equipment and other hardware. Minimum of 50lbs. Salary and Benefits Information This position is level C16 . We offer a comprehensive benefits package that includes medical, dental, and vision coverage; short-term disability; paid holidays and sick leave; vacation (excluding faculty positions); retirement benefits for eligible employees; and college fee waivers.

Required Education:

A high school diploma or equivalent is required. A+ Certification required.

Required Experience :

At least 18 months of Information Technology work experience is required, preferably in PC support, networking, and telecommunications.

Preferred Experience:

Additional related IT work experience is preferred. Supplemental Information Submissions that do not include all parts of the following required information will not be considered: a resume. an electronic job application (all sections MUST be completed). certifications. Important Information If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended, or deemed ineligible depending upon the date of your retirement. Polk State College participates in E-Verify. Candidates must provide documentation of eligibility to work in the United States. Polk State College does not provide visa sponsorship. To request Veteran's Preference, please be sure to upload all necessary documents (DD-214, etc.) to your application. Polk State College is a drug-free workplace. Polk State College is committed to working with and providing reasonable accommodation to applicants and employees with disabilities. Reasonable accommodation is considered on a case-by-case basis. Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1, etc.) will not be considered. Reference checks, successful completion of a background check, and third-party Education Verification for all stated degrees will be required prior to employment. Polk State College does NOT provide relocation assistance for this position. Equal Opportunity Statement Polk State College does not discriminate on the basis of race, color, national origin, sex, disability, or age in its programs, activities, or employment. For information about the College's equal access and equal opportunity policies and procedures, or to file a complaint, please contact the: Title IX Coordinator 3425 Winter Lake Road Lakeland, FL 33803 863.669.2903 compliance@polk.edu . For additional information, visit polk.edu/compliance We encourage applicants to provide feedback on their experience or request help at Careers@polk.edu .