IT Technician

Information Technology Service Desk Technician

Responsible for the day-to-day operations for the Information Technology Service Desk. Assists users with technical support of any information technology software and/or hardware. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Reports to the I.T. Support Manager and works with co-workers, employees, and vendors to support information systems.

Duties:

• Abiding by the "Law Enforcement Code of Ethics."
• Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Receiving, recording, and distributing service desk requests and incidents coming from various channels including phone calls and emails.
• Determining the priority of incoming problems by asking appropriate questions. Routing incident or request to appropriate IT personnel as needed after priority has been established.
• Identifying, researching, documenting, and resolving user technical problems.
• Tracking incidents and requests until they are resolved, including when problems must be escalated to other team members.
• Following up on outstanding requests and ensuring timely resolution.
• Performing account management and system configuration.
• Issuing and maintaining agency cell phones.
• Managing endpoints through their entire life cycle.
• Participating in the Service Desk's inventory and asset management processes.
• Maintaining documentation and keeping service tickets updated.
• Being alert for conditions or situations which inhibit efficient operation of, or create security concerns for, MCSO's technology systems and making recommendations for solutions.
• Assisting in developing specifications and recommending technology systems related purchases to management.
• Providing and accepting training to perform duties of other personnel within the department as needed.
• Reporting problems to management or the appropriate advanced level of support resources for resolution when necessary.
• Performing other related duties, as assigned, including modified schedule or temporary re-assignment during declared emergency or activations, as determined by the Sheriff.

Typical Qualifications:

JOB PREREQUISITES: CompTIA® Certifications preferred. Additional studies and certifications in desktop and applications support a plus. Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community. Able to follow instructions, work with or without supervision, and multi-task. Must be customer service oriented. Physical agility to lift medium to heavy objects, and to stoop, bend, climb, and stretch while working on technology systems. Effective and efficient troubleshooting and problem-solving skills. Must be reliable and possess good organizational skills. Proficiency in reading, writing, and understanding the English language. JOB REQUIREMENTS: Maintain a valid Florida driver's license.

Supplemental Information:

WORKING CONDITIONS: Both indoor and open shop environments. Some amount of time may be spent in buildings or vehicles with uncontrolled climate conditions. Exposure to possible electrical hazards. Routine lifting of objects up to twenty (25) pounds. Normal daytime hours, but subject to being called out, and may be required to work overtime when necessary. The duties, prerequisites and job requirements listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria. ADA: PHYSICAL AND DEXTERITY REQUIREMENTS: Requires medium to heavy work that involves walking or standing a significant amount of the time, exerting from 20-50 pounds of force on a recurring basis, and skill, adeptness, and speed in the use of fingers, hands or limbs on repetitive operation of mechanical and electronics, office equipment, machines or tools within narrow to moderate tolerances or limits of accuracy. ENVIRONMENTAL HAZARDS: The job risks exposure to bright and dim light, dust and pollen, extreme heat and or cold, wet, or humid conditions, extreme noise levels, fumes and or noxious odors, traffic, moving machinery, electrical shock, and working above the ground or floor level on ladders or on roofs or platforms. SENSORY REQUIREMENTS: The job requires normal visual acuity and field of vision, hearing, speaking, color perception, sense of taste, sense of smell, depth perception and texture perception. The Marion County Sheriff's Office is an Equal Opportunity Employer. ADA requires the Sheriff's Office to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations. Nothing in this job description prevents management from assigning different or additional duties or modifying the job description at any time. VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for career Service vacancies and are encouraged to apply. Candidates claiming Veterans Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. All documentation is due by the close of the vacancy announcement.