Desktop Support Technician III
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About The Position
This is a highly technical position working under the general direction of the IT Manager or designee. The Desktop Support Technician III is responsible for providing advanced level technical and customer service support to county employees via telephone, email, and remote desktop software in a Help Desk/Operations environment. The ideal candidate will possess meticulous attention to detail and exemplary organizational abilities, capable of managing a broad spectrum of tasks and priorities within a fast-paced and evolving work scenario. This position is designated as Priority One for County emergencies, including hurricane activations and disaster recovery operations, highlighting its critical nature in maintaining essential services during crisis situations. Responsibilities may require working evenings and weekends, sometimes with little advanced notice. The role involves providing advanced-level on-site and remote technical support to County employees, recognizing patterns from end user tickets, and providing solutions to lower underlying issues. The technician will optimize the deployment of hardware to further the efficiency of Tier I & II technicians while always maintaining a customer-service focus. The position requires the ability to recognize, research, isolate, and solve complex end-user problems, exercising tact and courtesy while working patiently with end users of all skill levels. The technician will also perform asset tracking, parts and inventory control, and organization, as well as setup AV equipment and provide technical support for meetings as required. Additionally, the technician will create and run reports on network hardware and software, serve as the primary escalation point for tickets that cannot be solved by Tier I & II technicians, and build and maintain standard Windows images used by all county staff. The technician is expected to stay updated on advancements in desktop hardware, software, and IT best practices through ongoing training, certifications, and professional development. Compliance with the St. Lucie County Board of County Commissioners employee handbook and other established policies and procedures is essential. The role may also involve performing other job-related functions as required, ensuring that the technician is adaptable and responsive to the needs of the organization.
