IT Technician

Marion County Sheriff's Office•Florida 34475, FL

20d

About The Position

Responsible for the day-to-day operations of the Information Technology Service Desk. The IT Technician assists users with technical support for information technology software and hardware, responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. The position reports to the I.T. Support Manager and works with coworkers, employees, and vendors to support information systems. The role may include a modified schedule or temporary reassignment during a declared emergency or activation, as determined by the Sheriff. Duties, prerequisites, and requirements represent minimum skills and experience levels and may be modified or supplemented by management. The Office of the Sheriff is an Equal Opportunity Employer and provides reasonable accommodations to qualified individuals with disabilities. Eligible candidates may receive Veterans' Preference for career Service vacancies, subject to the stated documentation requirements.

Requirements

Maintain a valid Florida driver's license.
Have strong interpersonal and communication skills and the ability to work effectively with a wide range of people in a diverse community.
Be able to follow instructions, work with or without supervision, and multitask.
Be customer-service oriented.
Have effective and efficient troubleshooting and problem-solving skills.
Be reliable and possess good organizational skills.
Be proficient in reading, writing, and understanding English.
Have the physical agility to lift medium to heavy objects and stoop, bend, climb, and stretch while working on technology systems.
Meet the stated physical demands, including recurring exertion of 20–50 pounds of force and repetitive use of fingers, hands, or limbs.

Nice To Haves

CompTIA certifications are preferred.
Additional studies and certifications in desktop and applications support are a plus.
A comparable amount of training, education, or experience may be substituted for the minimum qualifications and preferences.

Responsibilities

Abide by the Law Enforcement Code of Ethics.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Receive, record, and distribute service desk requests and incidents received through channels such as phone calls and email.
Determine the priority of incoming problems by asking appropriate questions and route incidents or requests to appropriate IT personnel as needed.
Identify, research, document, and resolve users' technical problems.
Track incidents and requests through resolution, including when issues are escalated to other team members.
Follow up on outstanding requests and ensure timely resolution.
Perform account management and system configuration.
Issue and maintain agency cell phones.
Manage endpoints throughout their life cycle.
Participate in Service Desk inventory and asset management processes.
Maintain documentation and keep service tickets updated.
Identify conditions or situations that inhibit efficient operation of, or create security concerns for, MCSO technology systems and recommend solutions.
Assist in developing specifications and recommend technology systems-related purchases to management.
Provide and accept training to perform other department personnel's duties as needed.
Report problems to management or appropriate advanced-level support resources when necessary.
Perform other related duties as assigned, including a modified schedule or temporary reassignment during declared emergencies or activations as determined by the Sheriff.