Job Description
KLC Consulting, Inc.
Requirement for: Computer Services Technician, Entry - Florida
Contact: Maggie Manning: 850-270-9732, MManning@klcinc.us
Client: Florida Department of Transportation, Florida
Due Date: November 3, 2025 by 2pm EST
Term: Through 6/30/2028 with possible extension, based on excellence in work provided, need and budget availability.
Location: No telework is authorized for this position. The position can work out of any of the Department’s District Offices around the state.
Work Hours: Flexibility to work hours between 7:00 AM & 7:00 PM.
Scope: Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.
Job Duties/Tasks:
1. Provide support for customers remotely with password or access issues.
2. Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
3. Support customers in ISA Utility with role assignment, account activation, and password reset
4. Maintain up to date customer and technician information in ITSM ticketing system
5. Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
6. Work with the team to maintain central hub of communications for the agency.
Submissions Must Include
1. Candidate Resume(s) Include relevant experience, certifications, education, etc. related to the services requested in the Scope of Services.
2. Education, Experience and Skills Matrices
3. References Provide three (3) clients for which similar services were performed within the past three (3) years.
4. Exhibit E - Resume Self-Certification Form
Must Complete the following Education, Experience, and Skills Matrices
Education / Training / Experience
Degree / Date of Graduation
University / School
High School Diploma or equivalent.
Experience
Years of Experience
Year Skills Last Used
Skill Level (Defined Below)
1 to 2 years of Customer Call Center work experience.
1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.
Job Specific Knowledge, Skills, and Abilities (KSAs)
Years of Experience
Year Skills Last Used
Skill Level (Defined Below)
1. General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
2. General knowledge of computer software and hardware relative to personal computer, local area network/wide area network environments.
3. Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
4. Ability to communicate effectively both verbally and in writing
5. Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.
General Knowledge, Skills and Abilities (KSAs)
The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:
Skill Level
(See Below)
1. Communication: Ability to clearly convey information, in both written and verbal formats, to individuals or groups (i.e., team meetings, Global outage notifications, 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: Is 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. Can adapt leadership styles in a variety of situations.
7. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly.
8. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.
9. Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.
Skill Level Definitions
Skill Level
Explanation
Extensive
Extensive experience, able to mentor
Strong
Substantial experience, fully conversant
Proficient
Good experience, conversant
Minimal
Limited experience, basic knowledge and use
Training
Training, exposure only
None
No exposure