IT Service Desk Analyst I

Marion County Sheriff's Office•Florida 34475, FL

2d•Onsite

About The Position

The IT Service Desk Analyst is responsible for creating and enhancing service desk processes to improve efficiency, security, and customer satisfaction. This position will oversee the life cycle of IT deployed devices such as desktops, laptops, and audio/visual equipment. They will handle IT asset inventory and management of Service Desk supplies. They are also responsible for administering the IT service management platform.

Requirements

Associate’s degree in a related field or equivalent experience preferred.
2+ years of experience in IT support, helpdesk, or a similar support role.
Must be able to Pass a Criminal Background Screening and Drug Screening.
Maintain a valid Florida driver's license.

Nice To Haves

Relevant certifications such as CompTIA A+, Network+, or equivalent are preferred.
Flexibility to work extended hours, nights, weekends, and participate in an on-call rotation as required.
Strong written and verbal communication skills.

Responsibilities

Abide by the “Law Enforcement Code of Ethics.”
Create and enhance Service Desk procedures to improve efficiency, security, and customer satisfaction.
Gather customer requirements and develop solutions tailored to their needs.
Manage desktops, laptops, smartphones, biometric systems, tablets, audio/visual equipment, and other IT devices throughout their entire lifecycle to ensure they are on a regular replacement schedule, able to receive security updates, and are disposed of securely.
Administer the IT service management platform and guide other IT teams on usage to maximize value.
Identify reoccurring issues and develop solutions to the root causes.
Ensure device provisioning processes such as imaging and enrollment are being conducted securely and in a comprehensive manner.
Identify performance indicators and develop reporting across all aspects of the IT Service Desk.
Administer the IT asset management system and create procedures for asset handling.
Create documentation and conduct training for both internal IT staff as well as customers.
Participate in the budgeting process by providing accurate costs for needed hardware and software.
Stay up to date on emerging technologies and best practices in IT service management.
Make recommendations for improvements to technology and architecture.
Ensure systems and processes are compliant with regulations and agency policy.
Consistently creates and keeps tickets up to date. Information put into tickets is accurate. Creates and maintains documentation so information is current and meets standards.
Maintain accurate inventory and track assets through their lifecycle. Provides up to date and accurate assessments of licensing, usage buffers, service life, and support contracts.
Perform other related duties, as assigned, including modified schedule or temporary re-assignment during declared emergencies or activations, as determined by the Sheriff.