"Alerted.org

Jacobs, we challenge what’s currently accepted, so we can shape innovative and lasting solutions for tomorrow. Through the delivery of our operations and maintenance services, you’ll make it simpler and more seamless for our municipal clients to operate safely and efficiently, empowering communities to focus on what matters most to them - people.

As a Help Desk Technician I, based in Shalimar, FL, you will provide initial support through the analysis of customer issues and works to troubleshoot and resolve basic technical problems. The essential goal is to provide prompt, courteous, and accurate support to end-users and maintain a high level of customer satisfaction.

Bring your team-focus, adaptability, and commitment to excellence, and we’ll help you grow what drives you - and deliver the world’s most challenging Operations Management projects, together.

#omfs #bia #ourjacobs

Essential Duties and Responsibilities:

• Answer incoming calls, emails, and chat requests from users experiencing technical issues.

• Diagnose and resolve basic technical problems by guiding users though step-by-step solutions

• Create, update, and manage support tickets and help desk ticketing system

• Escalate complex technical issues to Tier 2 or Tier 3 support when necessary, ensuring all relevant information is included

• Maintain detailed records of user issues, troubleshooting steps, and resolutions in the knowledge base

• Provide excellent customer service by communicating clearly and maintaining a professional demeanor

• Monitor system performance and alerts to promptly address any potential issues

• Basic understanding of computer systems, mobile devices, and various software applications

• Ability to diagnose and resolve basic technical issues with effective problem solving strategies

• Strong written and verbal communication skills to explain technical concepts to non-technical users

• Commitment to providing outstanding customer service and support

• Capable of handling multiple tasks simultaneously in a fast paced environment

• Accurate and thorough documentation skills for maintaining support records

• Ability to work effectively in a team-oriented environment

• Willingness to learn and adapt to new technologies and procedures as required

Ideally, You’ll Also Have:

• High School Diploma or Equivalent (additional technical training or certifications preferred)

• Previous experience in a customer service or technical support role

Working Conditions & Physical Requirements:

Safety is a core value at Jacobs. We are committed to providing a safe and healthy workplace for all employees. This position will spend a substantial amount of time performing safety sensitive labor or services. Due to the nature of the job passing a Fitness for Duty testing is required to ensure candidates for this position are physically and functionally fit to perform the essential physical work functions of this safety sensitive position without posing a direct threat to the health or safety of themselves or others.

The physical and environmental demands required to perform the essential duties of this position include standing, walking, sitting, coordination, balance and agility demands, which may include the ability to stoop, kneel, squat, grasp, reach, perform repetitive hand movements. Additional demands may involve a specific level of dexterity, grip strength, climbing and cardiorespiratory demands. The work areas may be indoor, outdoor, have loud noise, active machinery, high pressure fluid systems, electrical equipment, confined spaces, heights and depths, fumes, air borne particles, noxious gases, and chemicals. The use of appropriate safety equipment will be mandatory in these areas to prevent hazardous contact.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.