IT Service Desk Technician (USC Only)

Role: IT Service Desk Technician

Job Type: Contract to hire

Locations: Sanford, FL

Job Description:

• Responsible for configuring, installing, and repairing computer endpoints while consistently following up with users to ensure proper function, for both internal and external customers.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions. Document issues and resolutions properly for record keeping and posterity.
• Support, manage, deploy policies/apps and maintain the recommended configuration of all mobile devices; this includes, but is not limited provisioning, securing, upgrading mobile OS and creating MDM policies & groups for device management.
• Develop and maintain installation, operations, and configuration procedures.
• Perform daily system monitoring, verifying the integrity and availability of all hardware and software.
• Install computer and endpoint Windows updates, software updates, firmware.
• Manage multiple incidents and requests as assigned, and monitor ticket workflows in accordance to SLAs. Must be familiar with industry standard ticketing systems.
• Advise management on situations that may require additional client support or escalation.
• Communicates to customers on the status of requests and incidents while consistently providing excellent customer service.
• Contribute to developing training materials and procedures in the proper use of technology equipment along with participating in training end users.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Monitor ticket workflows in accordance to SLAs.
• Support, manage, optimize, and maintain the configuration and installation of all desktop, laptops, and mobile devices to include, but not limited to, patching, configuring, upgrading hardware or software.
• Provide technical support to staff utilizing Mac OS, Windows, and Office based workstations.
• Provide technical support after normal business hours on an on-call rotation or whenever necessary.
• Maintain accurate inventory, asset information and various other asset records in accordance with department policy and procedures.
• Lead, facilitate and/or participate in IT related projects as directed.

Knowledge and competency of the following technologies:

• Windows Operating Systems
• Apple iOS
• Microsoft Office 365 Administration
• Microsoft System Center Configuration Manager
• Printer Network Connectivity Deployment
• Service Desk Plus (or other ticketing system experience)
• Documentation & Records Management (Knowledgebase Contribution)
• Enhanced Customer Service Enrichment Efforts, and Effective De-escalation Experience

Minimum Qualifications

• Associate degree in Computer Technology or two (2) year progressively responsible experience in the computer support field.
• A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
• Microsoft and CompTIA certifications preferred.

Additional Requirements

• Must possess excellent oral and written communication skills and be able to organize and prioritize tasks successfully.
• Ability to communicate effectively with other team members, customers, citizens, executive leadership, and elected officials.
• Work requires a high degree of teamwork, coordination with customer departments, independent judgment, initiative, and a positive attitude.
• Ability to evaluate situations and exercise good judgment in making decisions.
• Ability to work independently, maintain accurate and detailed records and organize and assemble data to obtain desired output.
• Experience with the methods, tools, and techniques applied to diverse IT Support in multi-platform networked environments.
• Ability to evaluate, diagnose and develop solutions to potential and real operational and system deficiencies to ensure continued and non-disrupted service to system users.
• In depth knowledge of personal computers, operating systems, Office Suite, and use of general business applications.
• Ability to establish and maintain effective working relationships with staff at all levels of the County.
• Ability to work in a dynamic environment that requires the incumbent to be sensitive to change and responsive to changing goals, priorities, and needs.
• Must also possess and maintain a valid Florida Driver’s License including the ability to travel within Seminole County.
• All employees must attend Seminole County Required Trainings.
• Department Specific trainings per position may be required.

Working Conditions

• The work environment for this position is generally an office setting as well as a maintenance shop environment including travel within Seminole County. This position requires sitting, standing, stooping, crawling, kneeling, and lifting up to 50 pounds.