IT Help Desk Technician

Brevard County Sheriff's Office; Titusville (FL); On-site; USD 34,000 - 52,000; Full time

Job summary

The Brevard County Sheriff's Office is seeking a Help Desk Technician to provide technical assistance to field technicians and users by phone and software platforms, ensuring timely handling of requests and clear, user-friendly solutions.

Responsibilities include logging requests, resolving Level One issues, escalating complex problems to Field Technicians, coordinating with vendors for warranty service, and maintaining hardware/software inventories.

Qualifications

• High School Diploma or equivalent and at least 1 year of computer systems experience involving technical support.
• Experience providing end-user phone support for PC desktop and application software in a network environment.
• Strong organizational skills with the ability to multi-task.

Responsibilities

• Fields all Help Desk calls and creates the initial request record.
• Resolves Level One end-user problems over the phone; escalates to Field technicians for Level Two.
• Contacts third-party vendors for warranty service repairs.
• Diagnoses and resolves end-user network or local printer problems, PC hardware, server, email, and LAN access issues.
• Assists Field technicians in creating FAQs for end users.
• Regular dependable and punctual attendance is required.

Skills

End-user support

Phone support

Organizational skills

Verbal communication

Customer service

Education

High School Diploma or equivalent

Tools

Help desk software

Job description

Under general supervision, provide technical assistance to field technicians and customers via phone and software platforms. Ensure prompt handling of Help Desk calls and work orders within specified timelines. Communicate technical solutions in a user-friendly, professional manner; provide one-one-one end-user training as needed; assist Field Technicians; troubleshoot network printer problems; pass more complex end-user problems on to Field Technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.

• Fields all Help Desk calls from the Sheriff's Office user base and creates the initial record of request.
• Resolves all Level One end-user problems over the phone; passes all level Two requests on to a Field technician.
• Contacts third-party vendors for warranty service repair.
• Ability to diagnose and resolves end-user network or local printer problems, PC hardware problems and Server, e-mail, Internet, and local-area network access problems.
• Assists Field technicians in creating materials for end-user frequently asked questions (FAQs).
• Regular dependable and punctual attendance is an essential function of this job.

• High School Diploma, or equivalent, and at least one (1) year of computer systems experience involving technical support.
• Experience in providing end-user phone support for current PC desktop and application software and/or installation, upgrading, troubleshooting and repairing personnel computers in a network environment.
• Strong organizational skills with the ability to multi-task.
• Excellent interpersonal and verbal communication skills are critical.
• Valid Florida Driver's License (must be maintained for duration of employment).

Working Conditions: Work is generally performed in an office environment. Hours are primarily (Monday - Friday 8:00am to 5:00pm), but position requires employee to be flexible based on needs of the agency and available for any disaster or emergency situation.

Successful completion of a criminal background investigation including polygraph, reference/employment/neighborhood checks. submit to screening for illegal drug use prior to assuming position and will be subject to return to duty, post-accident and/or random and reasonable suspicion drug tests while employed with BCSO.

The Brevard County Sheriff's Office is an Equal Opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender identity, and sexual orientation, national origin, age (over 40), disability or genetic information in employment practices. We encourage veterans, service members and their spouses and family members to apply for employment with this agency, qualified applicants will receive preference and priority in hiring decisions. ADA requires the Sheriff's Office to provide reasonable accommodations to qualified individuals with disabilities. Job applicants and current employees are invited to discuss accommodations.