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Helpdesk Technician II

4 months ago

Orlando, Florida, United States Family Partnerships of Central Florida Full time

Annual Salary: $45,000

​​​​​​POSITION OBJECTIVE: The role of the HelpDesk Technician II is to assist customers who are experiencing procedural or moderate operating difficulty with the use of IT applications, products or services specifically around PC use. Complex and/or high priority problems are elevated to IT Administrator for resolution when needed. The HelpDesk Technician II is responsible to ensure that an effective solution is provided to the user.



ESSENTIAL FUNCTIONS:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware issues.
  • Have strong understanding of the Microsoft 365 environment to assist the Systems' engineer in enhancing, trouble shooting, and deploying all of the Microsoft tools that would be advantageous to the agency.
  • Maintain existing software and hardware and upgrading any that have become obsolete.
  • Participate in all technology refresh processes.
  • On-board and off-board staff, ensuring they receive appropriate hardware, software, and initial technology training on basic software technologies used.
  • Install and configure corporate owned technologies, including, but not limited to, laptops, desktops, TVs (when attached to PCs), software, and cell phones.
  • Respond to queries either in person or over the phone.
  • Maintaining technical knowledge by attending educational workshops / trainings.
  • Assist in Performing, research, testing, evaluation, and deployment of technology and procedures.
  • Train computer users.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Participates in the agency strategic plan and quality improvement processes
  • Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and quantitative productivity standards
  • Ability to maintain reasonably regular, punctual attendance consistent with ADA, FMLA and other federal, state, and local standards
  • Ability to comply with all personnel policies and procedures

We understand the importance that every provider, parent and employee plays in the success of our mission to protect and inspire every child, every day. An essential function of all employees is to provide excellent customer service by being professional and respectful in all interactions each and every day. It is also expected that all employees are timely and responsive in their communication with others.

NON-ESSENTIAL FUNCTIONS:

  • Other duties as assigned

This list of functions is not intended to be exhaustive. The agency reserves the right to revise this job description as needed to comply with actual job requirements.

QUALIFICATIONS:

REQUIRED:

  • AS degree in Information Technologies or related field OR
  • 2 years experience as a helpdesk technician

PREFERRED:

  • Bachelor's degree in Information Technologies or related field.

SKILLS:

REQUIRED:

  • Strong computer skills
  • Strong interpersonal skills
  • Excellent verbal and written skills
  • Skill in customer service via telephone and email
  • Aptitude for positive customer service with end-users
  • Strong communications skills
  • Ability to multi-task
  • Ability to maintain confidentiality
  • Demonstrate cultural and linguistic competence & sensitivity to population served
  • Ability to Travel

SPECIAL CONDITIONS:

  • Thorough Background Screening upon hire including FBI, FDLE, Local Law check, Employment Reference check, DMV check, Criminal Records check, Social Security Trace & Drug Screening. FDLE check will be run at least every 5 years.
  • On-call assignments- Yes
  • Travel between Seminole, Orange & Osceola County
  • Travel- local: 25% per week
  • Ability to lift and move PC equipment (up to 50 pounds)

PHYSICAL & MENTAL REQUIREMENTS: (N=Needed P=Preferred)

Analyzing (N), Bending-neck (P), Bending-waist (P), Calculations (N),

Carrying/Lifting (N), Climbing (P), Crawling/Crouching (P), Finger Movements (N), Handling Objects (N), Kneeling (P), Pushing/Pulling (P), Reaching (P), Reading & Comprehending (N), Reasoning (N), Sitting (P), Squatting (P), Standing (P), Twisting-neck (P), Twisting-waist (P), Walking (P), Writing (N)

POSITION STATUS: Exempt

Family Partnerships of Central Florida is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. These employers also maintain Drug-Free Workplaces. Requests for Auxiliary Aids for Hearing Impaired or Limited English Proficiency Candidates may be made with a minimum of five (5) days notice to C. Hernandez at