IT Technician

Marion County Sheriff's Office; Ocala (FL); On-site; USD 38,000 - 52,000; Full time

Job summary

Marion County Sheriff's Office in Ocala, FL is seeking an IT Service Desk professional to provide day-to-day support for information technology software and hardware. You will respond to queries, run diagnostics, isolate problems, and implement solutions while maintaining detailed tickets.

Responsibilities include receiving and routing requests from multiple channels, prioritizing issues, escalating when needed, and maintaining system configurations and asset records.

Qualifications

• 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.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Receives, records, and distributes service desk requests and incidents from various channels (phone, email).
• Determine the priority of incoming problems by asking appropriate questions and route to IT personnel as needed.
• Identify, research, document, and resolve user technical problems.
• Track incidents and requests until resolved and escalate when necessary.

Skills

Customer service

Communication skills

Troubleshooting

Problem solving

Multitasking

Education

CompTIA Certifications preferred

Desktop and applications support certifications

Job description

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:

• A. Abide by the "Law Enforcement Code of Ethics."
• B. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• C. Receives, records, and distributes service desk requests and incidents coming from various channels including phone calls and emails.
• D. Determines the priority of incoming problems by asking appropriate questions. Routes incident or request to appropriate IT personnel as needed after priority has been established.
• E. Identifies, research, documents, and resolves user technical problems.
• F. Tracks incidents and requests until they are resolved, including when problems must be escalated to other team members.
• G. Follow up on outstanding requests and ensure timely resolution.
• H. Perform account management and system configuration.
• I. Issue and maintain agency cell phones.
• J. Manage endpoints through their entire life cycle.
• K. Participate in the Service Desk’s inventory and asset management processes.
• L. Maintain documentation and keep service tickets updated.
• M. Be alert for conditions or situations which inhibit efficient operation of, or create security concerns for, MCSO’s technology systems and make recommendations for solutions.
• N. Assists in developing specifications and recommends technology systems related purchases to management.
• O. Provide and accept training to perform duties of other personnel within the department as needed.
• P. When necessary, reports problems to management or the appropriate advanced level of support resources for resolution.
• Q. Perform other related duties, as assigned, including modified schedule or temporary re-assignment during declared emergency or activations, as determined by the Sheriff.

JOB PREREQUISITES:

CompTIA ® Certifications preferred. Additional studies and certifications in desktop and applications support a plus. [A comparable amount of training, education or experience may be substituted for the minimum qualifications and preferences.]

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.

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 Office of the Sheriff is an Equal Opportunity Employer. ADA requires the Office of the Sheriff 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.