IT Technician I

Description

The Information Technology Technician I is responsible for providing first-line technical support, ensuring the efficient resolution of technical issues for both the agency and its members. This position emphasizes rapid incident resolution, leveraging diagnostic tools to address a range of technical problems, and is crucial in maintaining a high standard of customer satisfaction. Strong interpersonal skills are essential for guiding users through troubleshooting processes via phone, in-person, or other communication channels. When necessary, the technician will escalate incidents to Level 2 support, ensuring thorough documentation of all actions. This role demands the ability to perform in a fast-paced, highvolume environment while adhering to agency policies and procedures. The position requires participation in an on-call rotation, including after-hours (weekends, nights, and holidays) support for urgent technical issues and emergency system responses.

Duties

• Provide technical IT support to non-technical staff, addressing hardware, software, and network-related issues efficiently.
• Provide support for IOS devices, ensuring optimal functionality and issue resolution.
• Gather relevant information from customers to accurately diagnose technical issues before escalating to higher-level support teams.
• Utilize diagnostic tools to resolve customer-reported technical issues, ensuring swift and effective problem resolution.
• Install, configure, and repair computer hardware and software following licensor specifications and agency policies, making modifications as necessary to optimize performance.
• Evaluate and document technical resolutions, offering suggestions to prevent future issues and improve IT processes.
• Test solutions and fixes to ensure proper issue resolution, reporting findings and final resolutions to relevant stakeholders.
• Identify hardware malfunctions, repair issues directly when possible, or escalate to service providers according to agency policies for repairs or replacements.
• Communicate effectively with internal technical support teams or external service providers to ensure the resolution of technical problems and maintain optimal system performance in accordance with agency policy.
• Incident Detection & Reporting: Act as the first line of defense by monitoring and responding to initial cyber incident alerts and user-reported security issues, escalating as necessary.
• Initial Incident Triage: Evaluate incoming security incidents (e.g., malware infections, phishing attempts, unauthorized access attempts), categorize them by severity, and follow incident response protocols.
• Technical Support in Incident Response: Assist in identifying the nature of security incidents, such as system breaches, malware infections, or data leaks, using diagnostic tools and forensic methods.
• Containment & Mitigation: Work with senior cybersecurity staff to contain and mitigate active threats, isolating affected systems and implementing immediate protective measures where applicable.
• System Restoration & Recovery: Provide support during recovery efforts by verifying the integrity of restored systems, ensuring proper configurations, and re-imaging devices as necessary to return systems to a secure state.
• Collaboration with Incident Response Teams: Collaborate with cybersecurity analysts, system administrators, and other stakeholders to analyze, contain, and remediate security incidents.
• Evidence Collection & Documentation: Assist in collecting evidence from affected systems, ensuring data is properly preserved for forensic analysis and incident reporting.
• Malware Analysis Support: Aid in identifying and removing malware or other malicious software from affected devices, assisting with scanning and analyzing potential threats.
• Security Patching & Updates: Implement and ensure timely application of security patches and updates on systems to prevent the exploitation of vulnerabilities.
• Escalation Procedures: When necessary, escalate incidents to higher-level cybersecurity personnel (e.g., SOC team members, incident response specialists) for in-depth investigation and analysis.
• Customer Support in Crisis Situations: Maintain professionalism when interacting with staff and users during cyber incidents, providing timely, clear instructions and updates on actions being taken.
• Cybersecurity Awareness & Guidance: Educate users on potential cyber threats and guide them through preventative actions, such as safe computing practices, password security, and identifying phishing attempts.
• Communication of Incident Status: Regularly update internal stakeholders, management, and users on incident status, recovery progress, and next steps, ensuring transparency and clear communication.
• Manage and track agency network devices, including computers, printers, fax machines, and phones, ensuring accurate inventory records are maintained.
• Oversee the removal and secure destruction of decommissioned electronic equipment containing ePHI, coordinating disposal and recycling efforts as per agency policies.
• Assist in onboarding and offboarding processes related to IT equipment, ensuring members are properly set up or have their equipment securely decommissioned.
• Demonstrate excellent time management skills with the ability to prioritize tasks, make quick decisions, and meet deadlines in a fast-paced environment.
• Exhibit strong analytical and problem-solving abilities, with the capacity to troubleshoot complex technical issues efficiently.
• Adapt to evolving technology and product changes, staying tech-savvy and open to learning new tools and systems.
• Maintain composure under pressure, focusing on customer satisfaction while troubleshooting and resolving technical issues.
• Display professionalism and courtesy in all interactions, using effective listening techniques, building consensus, and respecting diverse perspectives.
• Approach all tasks with a sense of urgency, discipline, and dedication, taking ownership of assigned responsibilities.
• Maintain Confidentiality: Handle all incident-related information with the utmost confidentiality, adhering to organizational and regulatory requirements regarding sensitive data and cybersecurity.
• Adaptability Under Pressure: Stay calm and effective in high-pressure situations, quickly adjusting to changing conditions as new cyber threats and incidents arise.
• Team Collaboration: Work collaboratively with other members of the incident response team and the IT department, ensuring swift responses and seamless integration of efforts across teams.
• Record and update all technical issues and resolutions using prescribed ticket tracking software, ensuring accurate status documentation and follow-up actions.
• Communicate with supervisors and relevant personnel regarding unresolved issues, providing detailed reports and updates via the ticketing system or email.
• Ticket Management: Use a ticketing system to track, manage, and report incidents from detection through resolution, ensuring all activities are logged with complete and accurate details.
• Post-Incident Documentation: Help create detailed incident reports post-resolution, outlining the steps taken during the response, lessons learned, and preventive measures to improve future response efforts.
• Maintain Cybersecurity Logs: Assist in maintaining logs of cyber incidents, securityrelated activities, and support interactions, ensuring data is retained for future analysis, auditing, or compliance purposes.
• Ensure continuity and operational efficiency is obtained through accurate and timely dissemination of information consistent with agency policy and procedures.
• Process applicable incoming and outgoing documents and/or files in a timely manner consistent with supervisory direction and/or agency policies/procedures.
• Participate in cross-training with other co-workers; assists those co-workers when the need arises and learns new tasks by working together as a team.
• Report identified or potential maintenance, safety, and/or non-compliance findings, hazards, and incidents to the appropriate personnel and/or department.
• Timely complete all assignments, special projects, and budgetary requirements (if applicable) as directed, adhering to applicable agency policies.
• Adhere to leave and attendance policies, including punctual arrival and completing full shifts. Inform the supervisor about illness or untimely incidents, reports overtime hours worked, and timely submission of timesheet, attendance, and leave requests.
• Regularly check assigned mailbox, phone calls, PowerDMS, and email messages, responding promptly and professionally.
• Make assigned chain of command aware of anything noteworthy.
• Respond to supervision, guidance, direction, and feedback in a receptive manner and in accordance with agency policies.
• Conduct themselves in a polite, helpful, courteous, ethical, and professional manner, abiding by the established code of ethics, and demonstrates a courteous and professional image when engaged in any activity with the public.
• Cultivate positive working relationships with colleagues and other agency units to enhance work area output and services in line with agency policies.
• Demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and coworkers.
• To satisfy statute-based requirements, must meet certification maintenance requirements (minimum of 40 hours per year) by attending relevant conferences, seminars, webinars and industry conventions, and conducting self-study
• Perform additional duties as required to support the agency's mission and deliver superior customer service to internal users.
  
  

Qualifications And Requirements

Minimum Education, Experience, and Requirements:

• High school diploma or equivalent is required.
• An Associate’s Degree in Information Technology, Computer Science, or a related field is preferred.
• Proficient in Microsoft office products
• Speak and understand the English language
• Internal candidates must have successfully completed their probationary period
• Internal candidates with punitive disciplinary action within 365 days are ineligible
• Internal candidates must have completed applicable CCSO FTEP requirements
• The following items (or authorized equivalents) may be required at various steps in the application process:
• Driver's License
• Birth Certificate
• Social Security Card
• Form DD214 for all periods served in the military
• GED or High School Diploma and Sealed Transcripts from the highest level of education
• FDLE Authority for Release (notarized)
  

Required

• 1 years of experience in IT support, customer service, or technical troubleshooting.
• Basic understanding of computer hardware and software, including common operating systems (e.g., Windows, macOS).
• Experience with providing customer support or troubleshooting technical issues over the phone, via email, or in-person.
  
  

Preferred

• 2 years of experience in a help desk, IT support, or technical support role.
• Experience with handling and troubleshooting common hardware issues (printers, desktops, laptops).
• Exposure to supporting software applications or operating systems.
• This position is classified as Category B for Emergency Management. Employees may be required to work varying schedules, including mandatory shifts during emergencies, disasters, or special situations. Category B employees may also need to remain on-site during a declared state of emergency or as directed.
  
  

Certification, Licenses, And Registrations Requirements

• Required certifications or obtained within first year of employment:
• CompTIA A
• CompTIA Security
• Microsoft 365: Certified Endpoint Administrator Associate
• Preferred certifications:
• CompTIA Network
• ITIL Foundations
• Criminal Justice Information Systems (CJIS) Certification is required.
  
  

Supplemental Information

Salary is negotiable for full-time positions prior to initial hire, if requested, based on verified experience up to step five (5) of the assigned pay grade. Current employee salary changes are determined based on internal methodology. Please contact Human Resources with any questions.

Benefits for full time positions include Florida Retirement System, a full suite of very affordable health/life/dental/vision benefits, ancillary insurance policies, college reimbursement, and more. Benefits are effective the 1stof the month after a full 30 days worked. For more information on benefits, please visit https://www.claycountygov.com/government/personnel-services/employee-benefits.

The duration of the selection process may range from one (1) to three (3) months and may vary based on the number of applicants and/or urgency of filling the vacancy.

Applicants are reminded to take note of the close date listed on this job posting. Interviews are not typically requested prior to this date.

If accommodations are required throughout any portion of the hiring process, please contact our Human Resources team at HR@ClaySheriff.com.

All positions at the Clay County Sheriff’s Office have testing requirements to determine eligibility. All selected candidates will complete a drug screening, polygraph examination and a comprehensive background investigation as a condition of employment. Sensitive and/or confidential aspects of candidates’ personal lives may be explored during this process (including driving, drug usage, criminal, employment, and residential histories).

Any job qualifications or requirements listed in this job posting are susceptible to written and/or physical testing. This testing may be included in the competitive selection process.

Reapplication/Retesting of discontinued or disqualified applicants is available after 365 days.

This posting has been reviewed by Human Resources and found to be job related and non-discriminatory. If you are interested in this position, please submit your electronic application at https://www.claysheriff.com/departments/employment/.

Clay County Sheriff's Office offers excellent benefits packages outlined below. Benefits are effective the first day of the month after 30 days worked for benefit-eligible employees.

Coverages are provided through the Clay County Board of County Commissioners. You can visit their benefits page here.

• Medical Coverage
  
  

Comprehensive medical coverage through Florida Blue at competitive rates.Medical coverage is available to all benefit-eligible employees and their eligible dependents.Employees have a choice from two plans, both of which are Preferred Provider Option Plans. In addition to a high subsidy of the premiums, the Sheriff's Office contributes up to 50% of the deductible for the High Deductible- HSA Plan. Family Deductible = $ 4,200.00 Contribution of up to $ 2,100.00 per year

Single Deductible = $ 2,100.00 Contribution of up to $ 1,050.00 per year Dental Coverage

A choice of two dental plans, with the Sheriff's Office covering 100% of the single premium under the Low Plan. The employee will pay the difference in the premium cost if they elect family coverage. Life Insurance

Basic life and accidental death and dismemberment (AD&D) life insurance coverage of $ 20,000 is provided for each benefit-eligible employee. Benefit-eligible employees may purchase additional coverage for themselves, their spouse,and dependent children through the Supplemental Life Insurance program. Long Term Insurance

Benefit-eligible employees may purchase long term insurance through the County's provider for life insurance at affordable rates. Supplemental Insurance

Supplemental Insurances such as short-term disability, hospital, cancer, and accidentare available through Aflac, Colonial Life, and Liberty. Vision Insurance

A voluntary vision plan at affordable rates. Employee Assistance Program (EAP)

A comprehensive employee assistance program, provided by Aetna,which includes counseling, education, and referral services for employees and their eligible family members. EAP services are strictly confidential. Vacation/Sick Leave/Personal Time Off

Full-time employees accrue Personal Time Off (PTO) per year;the accrual rate will increase depending on their length of service with the Sheriff's Office. Holiday Pay

The Sheriff's Office has eleven paid holidays and birthday leave for full-time employees.

• New Year's Day
• Martin Luther King Day
• President's Day
• Memorial Day
• Independence Day
• Labor Day
• Veteran's Day
• Thanksgiving and the day after Thanksgiving
• Christmas Eve
• Christmas Day
  
  

Retirement Plans

The Sheriff's Office participates in the Florida Retirement System. Employees have a choice from two plans under the FRS:Pension Plan and Investment Plan. The Sheriff's Office makes a contribution as set by the Florida legislature towards the plan of choice for each employee and the employee makes a contribution of 3%. Deferred Compensation Plans

Employees may also elect to participate in the County's deferred compensation plan, which offers a choice from two providers:Mass Mutual and Nationwide. Contributions are voluntary by the employee and made on a pre-tax basis. Pre-Tax Benefits

Benefits

Certain payroll deductions can be taken on a before-tax basis. These include medical and dental premiums, FRS plan contributions, and high deductible plan contributions. Other Benefits include:

• Tuition Reimbursement
• Florida Deputy Sheriff's Association Membership
• Onsite Wellness/Fitness Center *not all locations
• Military Service Leave
• Bereavement
• Direct Deposit Payroll
  
  

*Temporary, Part-time, and Seasonal employees are not paid for holidays and are not eligible for benefits.

01

Do you possess a valid Florida Driver's License?

• Yes
• No
  
  

02

Are you legally authorized to work in the United States? In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (I-9) upon hire.

• Yes
• No
  
  

03

Are you at least 18 years old?

• Yes
• No
  
  

04

Do you have a basic understanding of computer hardware and software, including common operating systems (e.g., Windows, macOS)?

• Yes
• No
  
  

05

Do you have a high school diploma or equivalent?

• Yes
• No
  
  

06

Do you have a an Associate’s Degree in Information Technology, Computer Science?

• Yes
• No
  
  

07

Are you proficient in Microsoft Word, Outlook, Excel and PowerPoint?

• Yes
• No
  
  

08

Do you have experience with providing customer support or troubleshooting technical issues over the phone, via email, or in-person?

• Yes
• No
  
  

09

Do you have experience with handling and troubleshooting common hardware issues (printers, desktops, laptops)?

• Yes
• No
  
  

10

Do you have 1 years of experience in IT support, customer service, or technical troubleshooting?

• Yes
• No
  
  

11

Have you read and understand the Agency Disqualifiers as listed on our website? Agency Disqualifiers can be found at https://www.claysheriff.com/departments/employment/

• I have read and acknowledge my understanding of the Agency Disqualifiers
• I have not read or understood the Agency Disqualifiers
  
  

12

Have you ever received a military discharge not classified as "Honorable"? (Ex. General, Administrative, Other Than Honorable, Uncharacterized, etc...)

• Yes
• No
  
  

13

Do you have any convictions for Domestic Violence?

• Yes
• No
  
  

14

Have you received three (3) or more moving violations within the past 24 months?

• Yes
• No
  
  

15

Have you been convicted of a DUI within the last five (5) years for law enforcement/corrections applicants or three (3) years for civilian applicants, or ever as a law enforcement officer/corrections officer (including military police)?

• Yes
• No
  
  

16

Visible tattoos determined to be inappropriate or offensive must be covered while at work. Do you have any tattoos above the collarbone (i.e. neck, face or behind the ear)? If yes, describe the tattoo and the location of the tattoo.

17

For the next seven (7) questions --The Clay County Sheriff's Office recognizes an irrevocable responsibility in maintaining the public trust concerning the maintenance of a Drug Free Workplace and the office's responsibility to be in compliance with the Drug-Free Workplace requirements as established in the Anti-Drug Abuse Act enacted by the United States Congress in 1988 and the Florida Drug Free Workplace programs requirements, F.S.S. 440.101 and F.S.S. 440.102 and Chapter 59A of the Florida Administrative Code. The U.S. Court of Appeals, 5th Circuit in Davis v. City of Dallas (no. 84-1814 – November 26, 1985) determined that a requirement prohibiting recent or excessive drug usage is job related. Use of CBD oil can, in some circumstances, result in a positive result for THC during a drug test. A drug test that confirms a positive result for THC will disqualify the applicant from employment. The Sheriff reserves the right to disqualify an individual based upon the totality of the drug use circumstances. Please enter your initials to confirm that you have read and understand these statements.

18

Have you used marijuana or hash recreationally during the past 12 months?

• Yes
• No
  
  

19

During your lifetime have you ever used methamphetamine, Rohypnol (Rooffies), GHB (Gamma Hydroxy Butyrate, also known as Grievous Bodily Harm) or similar illegal drugs in any amount?

• Yes
• No
  
  

20

Minor experimentation, as a juvenile, of the drugs listed in the following question, will be considered on a case by case basis. NO chronic usage will be considered. Have you, as an adult, used Cocaine, Illegal steroids (not prescribed), Quaaludes, LSD, M.D.M.A. (Ecstasy, Molly) or PCP within the past 5 years?

• Yes
• No
  
  

21

During your lifetime have you ever illegally used heroin, opium, Fentanyl or any derivative of heroin or opiates?

• Yes
• No
  
  

22

During your lifetime have you ever fraudulently used prescriptions to obtain or use drugs?

• Yes
• No
  
  

23

During your lifetime have you ever sold, distributed or conspired to distribute illegal drugs, except as required by official law enforcement duties?

• Yes
• No
  
  

24

During your lifetime have you ever used any illicit drug after first employment or appointment in the law enforcement field except in connection with official duties?

• Yes
• No
• Required Question