Help Desk Technician (Part-time)

Lee County Tax Collector•Fort Myers, FL

5d•Onsite

About The Position

This is a part-time position located in our Downtown Fort Myers office. Starting hourly rate of $18.38. Are you the person friends and coworkers call when technology isn't cooperating? Do you enjoy solving problems, helping others, and making IT challenges disappear? If so, we'd love to meet you! As a Help Desk Technician, you'll play a key role in keeping our technology running smoothly and our users productive. You'll be the first point of contact for technical support requests, helping team members troubleshoot issues, resolve incidents, and get back to work quickly. From desktop support to ticket management, you'll provide exceptional customer service while building your technical skills in a collaborative environment.

Requirements

Strong problem-solving and troubleshooting skills.
Excellent communication and customer service abilities.
Ability to manage multiple priorities in a fast-paced environment.
Basic knowledge of computer hardware, software, operating systems, and networking concepts.
A positive attitude, willingness to learn, and passion for helping others.
Ability to work effectively under close supervision while developing technical expertise and independent problem-solving skills.
Working towards a degree or certification in computer support, computer network or related field and one year work experience with computers, printers, communication systems (Teams, WebEx, etc.) and/or networks; or an equivalent combination of related training and experience.
Demonstrates ability to troubleshoot simple desktop computing problems and provide communicate effective instructions over the phone required.
Familiarity with O365 products.
Written and oral communication skills, and interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to present ideas in user-friendly language and absorb and retain information quickly.
Valid Florida driver’s license required at time of application.
May require after hours, weekend or emergency (natural disaster, major incident, etc.) support.
Have or earn at least 1 of these 3 certifications below (or equivalent) within 60 day- MTA: Windows Operating System Fundamental, MD-101: Modern Desktop Administrator Associate, or CompTIA A+.

Responsibilities

Respond to, prioritize, document, and resolve end-user technology support requests.
Troubleshoot hardware, software, network, and system-related issues using diagnostic tools and established procedures.
Provide hands-on desktop support and technical assistance to employees both remotely and in person.
Escalate complex issues to appropriate support teams to ensure timely resolution and SLA compliance.
Maintain accurate records of incidents, service requests, and resolutions within the help desk ticketing system.
Assist with the setup, maintenance, and support of IT equipment and technology assets.
Deliver friendly, professional customer service while helping users navigate technical challenges.
Serves as the first point of contact for customers seeking technical assistance over the phone, email, Ticketing System.
Performs technical assistance utilizing remote tools to troubleshoot problems associated with information technology (IT), including personal computers (PCs), peripherals, communications, networks, software, and external services.
Completes technical job functions and answers technical questions.
Logs support calls, obtaining essential information from clients to solve problems and guiding them them through performing specific tasks.
Follow-up and update customer status and information.
Responsible for receiving hardware deliveries, updating tickets, transfer of equipment and inventory maintenance.
Performs setup, coordinates deliveries, and provides support for mobile devices.
Identify and suggest possible improvements to procedures.
The incumbent is expected to call upon their working knowledge of applications, communication services, personal computing (PC) devices, and awareness of the Lee County Tax Collector (LCTC) organizational structure and procedures.
Performs other duties as directed.