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IT Support Technician

2 months ago

Jacksonville, Florida, United States City of Jacksonville, FL Full time
Location: Jacksonville, FL

Job Type: Civil Service

Department: TECHNOLOGY SOLUTIONS

Job Overview

Are you seeking a role that promotes a healthy work/life balance? Would you appreciate generous time off during your initial year of service? Are you interested in affordable health insurance options? If you answered affirmatively to any of these inquiries, we encourage you to consider this opportunity. Join the City of Jacksonville team

The Technology Solutions Department is currently looking to fill three (3) IT Support Technician positions.

As an employee of the City of Jacksonville, you will enjoy 12 paid holidays and a personal leave day annually. Alongside health insurance, you will have access to dental, vision, life insurance, and flexible spending plans. Additionally, employees may qualify for Federal Student Loan Forgiveness after a decade of public service with timely payments.

This position involves providing technical assistance to clients based on logged incidents and requests, ensuring swift resolutions while maintaining high customer satisfaction levels. Responsibilities include diagnosing hardware and software issues, managing service requests, and delivering outstanding customer service. The role requires familiarity with various workstation hardware and software applications, typically acquired through specialized training or practical experience. Engaging with employees across all levels necessitates strong customer service skills, including the ability to persuade, assert, and empathize with others' perspectives.

Work tasks are somewhat standardized, governed by diverse procedures and specialized standards. However, due to fluctuating priorities or unique situations, technicians have the discretion to determine which procedures or standards to apply and in what order. The role demands sound judgment and research skills to find solutions based on prior experiences. Effective communication and prompt decision-making are essential. Being attentive to new information, actively listening, and engaging with customers are critical components of this role. Technicians will provide Level 1 technology support and escalate more complex issues to specialized teams as needed. Work settings may vary, including centralized and remote office locations. Standard office equipment, such as personal computers, will be utilized. Occasional after-hours and on-call work may be required. Physical demands include accessing and relocating equipment, which may be on the floor. Work is conducted under general supervision, allowing for some flexibility in prioritizing tasks, subject to management approval.

Key Responsibilities
  • Diagnose and resolve technical workstation issues related to hardware, software, voice communications, and network connectivity through service tickets.
  • Respond to client inquiries and service requests via phone, email, or in-person as necessary.
  • Provide guidance and support for software installations, upgrades, and configurations.
  • Maintain detailed records of service requests and resolutions in the ticketing system.
  • Escalate complex issues to higher-level support or specialized teams as needed.
  • Assist with the deployment and maintenance of IT infrastructure and equipment.
  • Conduct training sessions for clients on utilizing workstation technology.
  • Collaborate with IT team members to identify and implement enhancements in client service processes.
  • Ensure compliance with company policies, procedures, and service level agreements (SLAs).
  • Exercise independent judgment and discretion in performing work tasks.
  • Incorporate cybersecurity best practices into all work activities.
  • Handle sensitive customer information with discretion and confidentiality.
  • Operate standard office equipment, including personal computers using Microsoft 365 Suite and virtual meeting software.
  • Demonstrate proficiency in the competencies required by the City of Jacksonville.
  • Perform related duties as assigned.
Knowledge, Skills, and Abilities
  • Familiarity with advanced techniques, methods, and procedures for evaluating, operating, and maintaining personal computers, operating systems, and peripherals.
  • Knowledge of standard workstation software packages (Microsoft 365 Suite and virtual meeting software).
  • Basic understanding of network infrastructure, including ports, patch panels, and switches.
  • Basic knowledge of IP addressing, DNS, and cybersecurity best practices in an enterprise environment.
  • Awareness of technology customer service best practices.
  • Ability to analyze, identify, diagnose, and resolve workstation hardware and software issues.
  • Capability to research, comprehend, and apply technical and software instructions from reliable online sources.
  • Willingness to learn new technologies and obtain necessary certifications as required.
  • Ability to perform analysis, design, installation, maintenance, and upgrades of computer systems, peripherals, and related equipment.
  • Proficiency in operating standard office equipment, including personal computers using Microsoft 365 Suite and virtual meeting software.
  • Ability to work independently and collaboratively within a team.
  • Capacity to establish and maintain effective working relationships with others.
  • Effective verbal and written communication skills for both technical and non-technical audiences.
Open Requirements/Supplemental Information

OPEN REQUIREMENTS:
  • Four (4) years of education and/or experience in IT support or a technical client service role.
  • Strong knowledge of operating systems (Windows, macOS, Linux) and common desktop software applications.
  • Excellent problem-solving abilities and attention to detail.
  • Exceptional communication and interpersonal skills.
  • Familiarity with ITIL or other IT service management frameworks is advantageous, and a commitment to tracking necessary certifications within one year is required.
PREFERRED SKILLS:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience with remote support tools and techniques. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are preferred.
OTHER REQUIREMENTS:
  • The probationary period for this classification is six months.
  • Depending on the assignment, obtaining specialized certifications may be required.
  • Must pass the Criminal Justice Information Services (CJIS) background screening performed by the Jacksonville Sheriff's Office prior to appointment.
  • Within 30 days of appointment, acquire and maintain the appropriate level of Criminal Justice Information Systems (CJIS) certification corresponding to job responsibilities.
LICENSING/CERTIFICATION/REGISTRATION:
  • A valid driver's license is required prior to appointment and must be maintained during employment in this class.
  • Must qualify for and maintain a City of Jacksonville certification as a public driver.
A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED.