IT Service Desk Specialist

Marion County Clerk of Court and Comptroller•Ocala, FL

2d•$20•Onsite

About The Position

General Description: Service Desk Specialists provide professional front-line technical support and assistance to customers, both by telephone and in person. The primary role is to ensure end-user satisfaction and ability to properly utilize the technological resources they have been issued. The specialists respond to incoming requests for IT assistance, troubleshoot hardware and software issues, and perform some software installation and upgrades. Position currently reports to the IT Director. Duties described are representative, illustrative, and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Requirements

Ability to establish good working relationships.
Ability to engage team members and communicate openly to improve solutions timeframes and transparency.
Excellent interpersonal and customer service skills.
Problem-solving and critical-thinking skills.
Excellent written and verbal communication skills.
Ability to quickly diagnose and resolve technical issues.
Exceptional teamwork and leadership skills to help other technical support workers.
Ability to learn new technologies and implement them.
Ability to learn and apply rules and procedures pertaining to the Clerk's functions and responsibilities in the assigned department(s).
Ability to learn and comply with State Statutes, County Policy, and Clerk's Office Rules and Regulations.
Good knowledge and command of business English, spelling, arithmetic, computer skills, and office practices and procedures.
Ability to work in a fast paced, automated environment with many interruptions.
High School diploma or equivalent a necessity.
A willingness to pursue CompTIA A+ certification, Microsoft Certified Professional (MCP) or equivalent required.
Must possess and maintain a valid Florida driver’s license with an acceptable driving record.
Acceptable eyesight (with or without correction)
Acceptable hearing (with or without correction)
Ability to communicate with others to exchange information.
Prolonged periods in a stationary position, often at a desk and working on a computer.
Repetitive motions that may include the use wrists, hands, and/or fingers.
Ability to move about to accomplish tasks or to move from one worksite to another.
Ability to access, input, and retrieve information from a computer.
Ability to adjust, move or lift objects up to 40 pounds in all directions.
Type at a minimum rate of 35 words per minute.

Nice To Haves

Technical certification and/or college coursework in computer science, information systems, or a closely related field a definite plus.
Comparable training, education, or experience may be substituted for the above minimum qualifications.

Responsibilities

Provide consistent and quality IT support to internal customers.
Diagnose and resolve computer issues.
Evaluate and improve the performance of end-user IT hardware and software.
Ability to adjust and set priorities to meet deadlines.
Ability to install and train end users in new or updated technologies at a basic level.
Ability to create technical training documentation as required.
Provide in-person or remote technical support.
Ability to deploy hardware and software to end-user workstations.
Ability to analyze and evaluate OS updates and drivers.
Answer all calls to the Service Desk phone line in a timely manner.
Assign works orders to the corresponding technicians through the Clerk’s Office Service Desk software.
Assist in hardware evaluations and purchases.
Coordinate with System Administrators on maintaining assigned Service Desk servers.
Manage mobile device check in and check out requests.
Maintain and dispose surplus IT equipment.
Manage the Service Desk email account(s) and respond to emails in a timely manner.