IT Help Desk Support - Full Time

Department/Location: Information Technology

FLSA Status: Non-Exempt

Bargaining Unit: None.

Classification: Essential: This position is an Essential Classification and will require you to report to duty after an emergency or a hurricane.

Schedule: This position generally works a regular weekday daytime shift and may require scheduled and non-scheduled work outside of normal working hours. This may include evenings, weekends, holidays, or other critical times in response to emergencies or at supervisor’s discretion.

Supervision Exercised: No supervision of staff. Ability to lead and manage projects and resources

where and when required.

Supervision Received: Works under the direct supervision from the Assistant Manager/Manager of Information Technology. Considerable independent judgment and initiative is required. Must be able to set schedules and complete work within approved timeframes.

General Purpose of Position: The purpose of this position is to support the IT department and assist

customers where needed.

Essential Duties and Responsibilities:

· Act as the first line of support contact to end users through remote troubleshooting tools and techniques.

· Be responsible for closing the communication loop for end users to ensure they are satisfied with the resolution provided.

· Create and enter support incidents into an electronic database that will be used to triage and track technology-related issues. Escalate problems that require immediate attention to the appropriate team member.

· Leverage internal and external resources (i.e., guides, manuals, policies, websites, training opportunities) to take ownership and solve problems.

· Support activities may include calls to software and hardware vendors to request service regarding defective products, repairs, virus checking, installation, configuration and troubleshooting computer hardware and software and associated peripherals.

· Provide administrative support to the staff such as paperwork for purchasing.

· Maintain IT inventory database and resolves discrepancies.

· Maintain IT inventory tags and coordinate asset tags with Finance Department.

· Ensure disposals recorded correctly.

· Review operational procedures (i.e. inventory, backups, etc.) and make recommendations to ensure procedures are streamlined and accurate.

· Assist with projects and implementations where needed.

· Establish and maintain effective and professional working relationships with team members, management and customers.

· Promote courtesy and professionalism throughout the City of Bradenton.

· Other duties as assigned.

Skills and Physical Abilities Required:

· Provide excellent customer service especially in challenging situations.

· Maintain consistent ability to perform problem diagnosis for end users with varying degrees of technical understanding.

· Demonstrate openness to learning new skills while staying up to date on those required for present technologies in use.

· Adapt to the challenges presented by an always-evolving set of technology needs from a diverse user-base.

· Possesses basic knowledge of Microsoft applications and the internet.

· Demonstrate clear and concise verbal and written communication skills.

· Make sound decisions, demonstrate flexibility, and work with people at all levels of the organization.

· Demonstrate superior organization and documentation skills.

· Value team work.

· Present technical information in a non-technical manner.

· Physically move computer and related equipment.

Computer Equipment and Software Requirements: Microsoft operating systems, email and desktop applications, such as Microsoft Office. Experience with computer tablets (Android and iOS) and laptops is helpful.

Education and Experience Required: High school diploma and Two years (2) years in service desk, helpdesk, or administrative support. At the discretion of the hiring manager, a comparable amount of training or experience may be substituted for the above qualifications. Possession of and ability to maintain a valid Florida driver’s license.

Preferred: Technical Training, Associates Degree, or higher in technology, or related field.

FDLE/CJIS Requirement: Previous FDLE or other security clearances are preferred. This position requires the candidate be certified by the Florida Department of Law Enforcement for work using systems that contain offender and criminal data. A thorough background check will be required for an offer of employment for this position.

Environmental Conditions: Indoor. Must be able to work closely with others and under possible stressful conditions.

Pay Grade: 110

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. Duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Job Type: Full-time

Pay: Up to $21.29 per hour

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $21