Technical Support I

SUMMARY

In support of the Charlotte County Clerk of the Circuit Court and County Comptroller’s mission as guardians of public records and assets this entry-level Service Desk position is responsible for performing technical and analytical work of moderate difficulty. The Technical Support role ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving help requests and escalating incidents when considered appropriate.

This position requires excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of client computing resources.

This is an in-office position and is not eligible for remote work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The work schedule is from 8:00 AM to 5:00 PM Monday - Friday. The employee will work in both the Clerk's Punta Gorda and Murdock offices, as scheduled.

• Adheres to and promotes the Clerk’s Office Mission, Vision and Core Values.

• Basic technical work related to the installation, maintenance, operation and repair of the Clerk’s computer systems including all aspects of customer service.

• Receives and responds to incidents and requests submitted to the Service Desk system and emails; answers phone calls at the support number.

• Documents incidents, issues or requests within the department’s Service Desk system.

• Provides technical support of client-level computer hardware and software applications.

• Provides support and level I analysis of enterprise applications issues or request.

• Recognizes and escalates more difficult problems to Tier II support.

• Analyzes reported problems or requests for services and determines a course of action.

• Runs PC Client-server based daily production jobs, including data/image exports, file transfers, schedulers, programs, forms and reports.

• Troubleshoots system hardware and software problems related to production.

• Installs, configures and maintains PC hardware, software, and peripheral equipment for system users in accordance with organizational standards.

• Monitors desktop performance and makes recommendations for fixes and/or forwards requests for repairs.

• Performs asset management including annual physical inventory

• Maintains an inventory of Information Technology (IT) resources throughout entire lifecycle; receiving new equipment, maintaining the system with accurate locations as devices are relocated, preparing the disposition of retired assets.

• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Works with vendors for equipment and software support; requests quotes for equipment and services.

• Tests and verifies fixes; follows up with customers to ensure an incident has been adequately resolved.

• Develops and maintains Frequently Asked Questions (FAQs) in Service Desk system.

• Provides suggestions for continuous innovation and improvement for Service Desk processes and procedures.

• Additional duties may be assigned that are not noted here.

PERSONAL ATTRIBUTES

• Thoroughness and keen attention to detail
• Highly organized and orderly
• Exceptional customer service orientation
• Highly self-motivated and directed.

OTHER SKILLS AND ABILITIES

• Requires excellent problem-solving and customer service skills.
• Ability to communicate clearly both verbally and in writing.
• Ability to accurately define incidents, problems, and related events in the Service Desk system.
• Ability to follow standard operating procedures and documentation.
• Ability to quickly change direction and manage competing priorities.
• Ability to handle frequent interruption and balance incident handling with project work.
• Ability to effectively prioritize and execute tasks in a timely manner.
• Ability to learn quickly and take ownership of position.
• Ability to maintain clean and well-organized work areas.
• Ability to follow established standards and make suggestions for improvement.
• Ability to work independently without the need for micromanagement and excessive supervision.

EDUCATION and/or EXPERIENCE

A high school degree or GED, associate’s degree in Computer Science or equivalent combination of education and information systems experience is preferred. A working knowledge of Windows client operating systems with the ability to install, support and troubleshoot PC hardware/software is required.

CERTIFICATES, LICENSES, REGISTRATIONS

Must possess CompTIA A+ and ITIL Foundation certifications or the ability to obtain within six months of hire date.

Must possess a valid Florida Driver's License in order to drive Clerk vehicle to transport self or equipment to various offices.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to interpret bar graphs.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met for an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 lbs. and occasionally lift and/or move up to 100 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.