Customer Service Technician
About Capital Technology Alliance:At Capital Technology Alliance, we believe changing the future of technology means valuing people. We are committed to building a collaborative, high-performing environment where professionals are empowered to deliver meaningful impact. Our teams work on challenging, often high-visibility initiatives that support mission-critical systems, enterprise modernization efforts, and data-driven decision-making.CTA is proud to demonstrate a high renewal rate with our employees and contractors. We place a high value on expertise. That’s why CTA is committed to paying top rates in the industry and connecting you with positions and flexible engagement options that match your skills and professional goals.Primary Responsibilities:Configure and install software for IT user desktops and laptops.Install and provide support for mobile devices.Install and provide support for Department and vendor network equipment, including switches and Wireless Access Points (WAP).Install or terminate network cabling.Perform Personal Computer (PC) imaging, configuration, and installations for both Department staff and inmate PCs.Participate in the installation and rollout of new software packages, upgrades, and new desktop hardware.Maintain desktop software and hardware.Troubleshoot hardware and software for both Department staff and inmate PCs.Support mobile workforce.Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based local area network (LAN) systems.Troubleshoot problems using scripts and checklists as guides.Escalate to Tier 3 support when necessary.Document problems and resolutions.Perform end-user training, if applicable.Provide quality customer service.Participate in the testing and evaluation of new desktop packages.Implement prototypes.Provide support for printers and peripherals.Support inmate education labs, including server and PC imaging, server and PC-based software installations and troubleshooting, group policy implementation, physical security audits, and inventories.Provide regional support in tandem with the Bureau of Field Technology Services.This position requires the candidate to travel across Orange County and neighboring counties. Required Qualifications:A minimum of two (2) or more years of experience in the provision of Tier 2 customer support for desktop computers, printers, scanners, etc.Experience installing, troubleshooting, and supporting desktop applications and operating systems, including Windows Operating System (OS), Office, Outlook, and Internet Explorer.Experience installing and troubleshooting computer hardware and software, including PCs, printers, and peripherals in both a network and standalone environment.Possess a valid Driver's License.Preferred Qualifications:Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems.Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) protocols.Experience with installing and troubleshooting 3270 emulation software.Experience installing, diagnosing, and repairing hardware, including but not limited to hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals.Experience using imaging software for deploying desktop PCs.Experience providing Voice Over Internet Protocol (VoIP) phone support.Experience providing Virtual Private Network (VPN) client support.Experience working for a criminal justice agency.Knowledge of IT standards in a criminal justice environment.Experience supporting end users in a criminal justice environment.Ability to work independently and communicate effectively.Education:A high school diploma, its equivalent, or two (2) years of equivalent work experience is required.