Network Help Desk Technician – Ocala Fiber Network

City-of-Ocala,-F; Ocala (FL); In loco; USD 42.000 - 60.000; Tempo pieno

Descrizione del lavoro

City of Ocala is seeking a qualified IT Help Desk Technician to support the service desk, resolve common issues, and assist with network troubleshooting issues on customer premises. The role reports to the Department Director or Designee and requires on-site availability in Ocala, FL.

Applicants should have at least 1–2 years of technical support experience, a high school diploma or GED, and coursework in computer science. Some flexibility for irregular hours and on-call work is possible.

Competenze

• High school diploma or GED.
• Courses in computer science from a technical school or college preferred.
• Minimum of 1 to 2 years of technical support in software and network experience.

Mansioni

• Create and monitor service desk tickets.
• Perform first call resolutions for common issues, customer training, and advanced troubleshooting and support.
• Escalate directly to Network Engineer.
• Basic network troubleshooting of the fiber connection to the customer’s premise.
• Maintains Technical Support Help Desk to provide technical support and user assistance on a variety of issues.

Conoscenze

Network configuration

Troubleshooting

Customer service

Communication

Time management

Formazione

High school diploma or GED

Computer science courses

Strumenti

MS Office

Descrizione del lavoro

This is a technical position, requiring skills necessary to deal with internet and fiber optical connectivity including configuration, and troubleshooting. It involves help desk support, customer service, and troubleshooting network connectivity. Reports to the DepartmentDirector or Designee.

ESSENTIAL JOB FUNCTIONS

1. Create and monitor service desk tickets
2. Perform first call resolutions for common issues, customer training, and advanced troubleshooting and support
3. Escalate directly to Network Engineer
4. Basic network troubleshooting of the fiber connection to the customer’s premise
5. Maintains Technical Support Help Desk to provide technical support and user assistance on a variety of issues. Responds to telephone calls, emails, and personnel requests for technical support.
6. Maintains a help desk trouble call database to prioritize and monitor reported problems to insure timely resolution.
7. Assists in implementation of new connections and the associated training as required.
8. Ensures proper change management procedures are followed and backups are made before implementing any changes.
9. Assists in maintaining an accurate inventory of network equipment
10. Provides supervisor with progress/status updates on a regular basis or upon request and ensures supervisor is informed of any scheduling delays or conflicts.
11. Remains cognizant of and works towards department mission and goals.
12. Utilize excellent customer service skills and exceed the customers’ expectations
13. May need to work irregular hours and be on-call.
14. Performs testing and installation of electronics hardware used in implementing telephone services
15. Monitors and analyzes system traffic and performance for problem indication. Determines causes of problems and initiates corrective action.
16. Responsible for executing software changes and modifications to the PBX system
17. Works with the Network Engineering team as a technical back-up for the data network.
18. Performs CAT-5 installation, testing, and troubleshooting when required

NONESSENTIAL JOB FUNCTIONS

1. Shares tips, techniques, and information with peers.
2. Attends and participates in various meetings as required.
3. Performs other work as assigned.

MINIMUM QUALIFICATIONS

• High school graduate or GED.
• Courses in computer science from a technical school or college preferred.
• Minimum of 1 to 2 years of technical support in software and network experience.
• An equivalent combination of training and professional experience may substitute for educational requirements.

LICENSES/CERTIFICATES

• Must possess and maintain a valid Florida Operators Driver’s License with an acceptable driving record.

RESIDENCY REQUIREMENT

• Must be able to be onsite within sixty minutes when called for an emergency.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Proficient in network configuration and network environments with good diagnostic and troubleshooting abilities.
2. Familiar with network protocols and network components.
3. Experience in troubleshooting multiple MS Windows environments: 7, 10, Server 2008, Server 2012.
4. Advanced experience in MS Office applications and their integration with other application systems at the premise.
5. Experience in physically and remotely installing/connecting network equipment in a variety of deployment environments.
6. Ability to provide exceptional customer service, maintain patience and remain calm in stressful situations.
7. Ability to relate instructions and answer questions in non-technical terms to address individuals on their level. Can provide organized and informative direction to customers.
8. Effectively utilizes time management to perform multiple tasks concurrently and meet established deadlines.
9. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under general supervision.
10. Ability to read and comprehend technical and business material to stay abreast of technology trends and changes.
11. Ability to learn new methods, procedures, and operations.
12. Ability to communicate effectively, orally and in writing.
13. Ability to work well in a team environment
14. Ability to establish and maintain effective working relationships with the general public, employees, and public officials.
15. Ability to maintain a flexible work schedule.

This is not necessarily an exhaustive list of all responsibilities, knowledge, skills, and abilities, associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technological developments.)