Information Technology (IT) Technician - Public Safety

City Of Naples • Naples, FL

412d • $58,590 - $90,814

About The Position

The IT Technician for Public Safety is responsible for providing technical assistance and support to end-users, particularly within the Police and Fire departments. This role involves troubleshooting IT-related issues, managing work orders, and ensuring that IT solutions meet the demands of modern public safety operations. The technician will deliver exceptional customer service, maintain hardware and software systems, and assist in emergency response operations as needed.

Requirements

• High School Diploma or GED required; Associate's degree in information systems or Computer Science preferred.
• Minimum of 3 years of progressive experience as an IT Technician or similar role.
• IT industry certifications such as PC, Microsoft, or network certifications are a competitive advantage.
• Must possess and maintain a valid Florida driver license, class 'E'.

Nice To Haves

• Proven experience as an IT Technician or Network Technician in a similar support role.
• Familiarity with Records Management Systems (RMS) and evidence management tools.
• Experience with ticketing systems and work order management.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users effectively.
• Strong problem-solving and analytical skills.
• Patience, empathy, and a positive attitude toward end-users.
• Ability to work independently and collaboratively within a team.

Responsibilities

• Troubleshoot network connectivity issues and assist in setting up wired and wireless connections for end-user devices.
• Provide hands-on and remote technical support to end-users, resolving hardware and software issues promptly.
• Receive, prioritize, raise, and manage work orders, ensuring timely resolution and accurate documentation.
• Diagnose and resolve hardware-related problems such as computer malfunctions and printer issues.
• Identify and troubleshoot software-related problems, maintaining software up to date.
• Deliver exceptional customer service by actively listening to users' concerns and providing appropriate solutions.
• Assist end-users with software installations, updates, and system configurations.
• Offer basic technical training to end-users and guide them on IT best practices.
• Maintain accurate records of work orders, technical issues, and solutions in the ticketing system.
• Escalate complex technical issues to senior IT staff while maintaining effective communication with end-users.
• Assist in maintaining an accurate inventory of IT equipment.
• Enforce IT policies and security protocols to protect enterprise data.
• Stay updated on the latest IT trends and contribute to process improvement initiatives.
• Familiarize with cybersecurity practices and secure communication protocols.

Benefits

• Competitive salary range of $58,590.00 - $90,814.00 annually.
• Full-time employment with potential for career advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED