Service Desk Technician

WORK OBJECTIVE:

Perfroms technical work for desktop operating systems, business applications, printing systems, networking systems, and end users of the Broward County Clerk of Courts (BCCOC) office automation systems.

Work is performed under general supervision with moderate latitude in the use of initiative. Position exercises some independent judgment in accordance with defined policies, procedures, and techniques.

ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within the classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Perform troubleshooting, installation and configuration of software/hardware within the standards set by the BCCOC
• Document end user issues and steps to replicate issues that come through the support desk
• Respond, resolve, or escalate service issues created in the ticketing system
• Assist in monitoring the status of service outages and remediation of issues
• Provides network assistance and some asset and server management support
• Analyzes, identifies, and documents office automation solutions; responds to, tracks, monitors, and maintains records of all support requests acquired via established organizational tools and procedures
• Identifies, researches, and resolves technical problems/projects presented through support tickets and requests
• Repairs, replaces, and installs software, hardware, and PC peripherals
• Coordinates office automation projects; plans and schedules the implementation of systems and programs
• Provides guidance on data processing and office automation applications to end users
• Contacts hardware and software vendors regarding purchase and maintenance warranty functions
• Assists in the training of end users and developing training documentation, as assigned

Supervision:

• None

MINIMUM QUALIFICATIONS:

High school diploma or GED required; supplemented by two (2) years of experience delivering technical customer service for office automation systems; or an equivalent combination of education, certification, training, and/or experience.

Technology or Software:

• Microsoft Windows Operating Systems
• Microsoft Office Applications
• Microsoft Active Directory
• IP addressing, DHCP, DNS, VPN,
• Microsoft Windows Printing, Registry, Logs, & Monitoring

Must have a valid Florida Driver’s License and proof of auto insurance.

PREFERRED QUALIFICATIONS:

Completion of two (2) years of college level course work in computer science, information systems, business administration and two (2) years of analytical, technical, and customer service experience in office automation systems.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Support technical issues relating to Microsoft Windows, Windows Server, and Active Directory
• A solid understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, Active Directory users and permissions.
• Knowledge of systems integration, Active Directory design and management, operating systems installation and support, Microsoft application software and how to effectively implement.
• General applicant troubleshooting in a Windows environment required
• Proficiency with laptop, desktop, and peripheral hardware troubleshooting required
• Ability to analyze complex problems and move them to resolution.
• Performs basic administrative and security tasks for variety of applications, software, including but not limit to: Active Directory, Duo Security (MFA), Office 365 Applications, VPN, and Networking, OS Deployment Tools, iOS
• Good communication skills; including oral and written communication, timely response and feedback, with ongoing updates to management and team members.
• Goal oriented and a demonstrated ability to continually prioritize tasks, and work under pressure with sensitivity to deadlines.
• Must have strong customer service skills.
• Must have excellent documentation and writing skills
• Enforce corporate information security and IT policies.
• Knowledge of general computing, networking, software, and hardware concepts
• Skill in the use of Microsoft Office products (Word, Outlook, and Excel) and applicable department and organization specific software and to learn and become proficient in the use of other specialized software as may be required
• Skill in using mathematics to solve problems
• Ability to clearly communicate and understand information in English, both orally and in writing
• Ability to follow oral and written instructions
• Ability to use reasoning skills that minimize duplication of efforts, including but not limited to comparing, classifying, analyzing and coordinating
• Ability to visually inspect and manipulate small computer components and assess PC problems and provide potential solutions and/or recommendations
• Ability to learn modern office system equipment, including, but not limited to, the installation and service of hardware and software such as file servers, PC’s, printers, and operating systems
• Ability to learn methods of analysis of business office requirements for the application of current and state-of-the art office system technology
• Ability to learn PC hardware/software configurations for stand-alone and LAN workstations, including operating systems, communications requirements (main frame needs, etc.), and other support software packages
• Ability to establish and maintain effective working relationships with those contacted in the course of work regardless of race, religion, age, sex, disability, political affiliation, sexual orientation, and diverse cultural and linguistic backgrounds
• Ability to regularly attend work and arrive punctually for designated work schedule

PHYSICAL REQUIREMENTS:

Depending on functional area of assignment, tasks involve the ability to exert heavy physical effort usually involving lifting, carrying, pushing and/or pulling of objects and materials of heavy weight (up to 50 pounds). Involves some climbing, balancing, stooping, kneeling, crouching, crawling, walking, or standing. Tasks may involve extended periods of time at a keyboard or workstation and extended periods of time standing and/or walking.

ENVIRONMENTAL REQUIREMENTS:

Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors. Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally and in writing.