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IT Service Desk Specialist I
1 month ago
JOB DESCRIPTION
IT Service Desk Specialist
General Description: Service Desk Specialists provide professional front-line technical support and assistance to customers, whether by telephone or in person. Their primary role is to ensure an end-user satisfaction and ability to properly operate any machinery or technology they may be having issues with.
These specialists respond to incoming requests for IT assistance and troubleshoot computer system issues. They take care of technical issues as well as software installation and upgrades. A service desk specialist's job entails three main procedures: ensuring that user requests and concerns are recorded, affirmed, and categorized for further handling; ensuring that various types of data/information is conveyed to users through proper channels; and making sure that processes are improved through assessment, review, and reporting, as well as developing competence, exchanging ideas, and other organizational requirements. Position currently reports to the IT Director.
Duties described are representative, illustrative, and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
Essential Job Functions:
- Provide consistent and quality IT support to internal customers.
- Diagnose and resolve computer issues.
- Have a good understanding of how to evaluate and improve the performance of end-user IT hardware and software.
- Ability to adjust and set priorities to meet deadlines.
- Ability to install and train end users in new or updated technologies at a basic level.
- Ability to create technical training documentation as required.
- Provide in-person or remote technical support over the phone or internet.
- Ability to deploy hardware and software to end-user workstations
- Ability to analyze and evaluate OS updates and drivers.
- Answer all calls to the Helpdesk phone line in a timely manner.
- Assign works orders to the corresponding technicians through MCCC Service Desk software.
- Assist in hardware evaluations and purchases.
- Assist with projects as needed or assigned.
- Coordinate with SA's on maintaining select and assigned Service Desk servers.
- Manage mobile device check in and check out requests.
- Maintain Service Desk software deployment appliance, MCCC owned cameras, physical access key list, Service Desk software, and end-user cyber security training/application.
- Maintaining and disposing of end-user and/or surplus IT equipment.
- Manage the Service Desk email account(s) and respond to emails in a timely manner.
- Report down time to Helpdesk lead for further assignments
- Ability to establish good working relationships.
- Ability to engage team members and communicate openly to improve solutions timeframes and transparency.
- Excellent interpersonal and customer service skills.
- Problem-solving and critical-thinking skills.
- Excellent written and verbal communication skills.
- Ability to quickly diagnose and resolve technical issues.
- Exceptional teamwork and leadership skills to help other technical support workers.
- Ability to learn new technologies and implement them.
- Ability to learn and apply rules and procedures pertaining to the Clerk's functions and responsibilities in the assigned department(s).
- Ability to learn and comply with State Statutes, County Policy, and Clerk's Office Rules and Regulations.
- Good knowledge and command of business English, spelling, arithmetic, computer skills, and office practices and procedures.
- Ability to work in a fast paced, automated environment with many interruptions.
High School diploma or equivalent a necessity. Technical certification and/or college coursework in computer science, information systems, or a closely related field a definite plus. A willingness to pursue CompTIA A+ certification, Microsoft Certified Professional (MCP) or equivalent required.
Comparable training, education, or experience may be substituted for the above minimum qualifications.
Licenses, Certifications, Registrations:
Must possess and maintain a valid Florida driver's license with an acceptable driving record.
Essential Physical Demands:
- Acceptable eyesight (with or without correction)
- Acceptable hearing (with or without correction)
- Ability to communicate with others to exchange information.
- Prolonged periods in a stationary position, often at a desk and working on a computer.
- Repetitive motions that may include the use wrists, hands, and/or fingers.
- Ability to move about to accomplish tasks or to move from one worksite to another.
- Ability to access, input, and retrieve information from a computer.
- Ability to adjust, move or lift objects up to 40 pounds in all directions.
- Type at a minimum rate of 35 words per minute.
Reasonable accommodations will be made for otherwise qualified individuals with a disability.
Environmental Conditions:
Work is performed in an office environment. Some travel may be required.
Position Type: Regular Full-Time FLSA Classification: Non-Exempt
Pay Grade Range: 185-210* Revised: 01/01/2023
General Application Information
The Office of the Marion County Clerk of Court and Comptroller ("Clerk's Office") is firmly committed to ensuring equal employment opportunities and, pursuant to state and federal law, does not discriminate on the basis of race, color, religion, national origin, sex, gender, age, disability/handicap, pregnancy, marital status, citizenship, or genetic information. If you need assistance completing an Application for this position, please do not hesitate to advise us.
We appreciate your interest in seeking employment with the Clerk's Office. A clear understanding of your background and work experience will aid us in placing you in the position that best meets your qualifications. When completing an Application, please answer all of the questions fully and accurately. A résumé may be uploaded as a supplement to the Application; however, it will not be accepted as a substitute for responding to any question. If a question does not apply to you, indicate so by entering N/A in that field.
Your Application will be considered active for a period of sixty (60) days from the date received. Due to the large number of applicants for the various position vacancies, we will only be able to notify you if you are being considered for employment and additional processing. Kindly refrain from contacting the Clerk's Office regarding the status of your Application.
Veterans' Preference
Section 295.07(1), Florida Statutes, provides for Veterans' Preference in employment appointment and retention, if qualified under one of the categories listed in the Application and not exempt under Section 295.07(5), Florida Statutes. If you seek Veterans' Preference, please check the appropriate box the Application. Documentation substantiating your claim must be uploaded at the time that you submit your Application.
