Technical Support I

Charlotte County, Clerk of the Circuit Court and County Comptroller•Punta Gorda, FL

23h•Onsite

About The Position

The Technical Support I position is an entry-level Service Desk role supporting the Charlotte County Clerk of the Circuit Court and County Comptroller. It performs technical and analytical work of moderate difficulty to help ensure end users can use computer systems to complete business tasks. The role receives, prioritizes, documents, and resolves help requests, escalating incidents when appropriate. It requires problem-solving, communication, interpersonal, and customer-service skills, patience, initiative, and the ability to work effectively as part of a team. This is an in-office position and is not eligible for remote work. The schedule is 8:00 AM to 5:00 PM, Monday through Friday. The employee works in the Clerk’s Punta Gorda and Murdock offices as scheduled.

Requirements

Working knowledge of Windows client operating systems and ability to install, support, and troubleshoot PC hardware and software.
Excellent problem-solving and customer-service skills.
Ability to communicate clearly verbally and in writing.
Ability to accurately define incidents, problems, and related events in the Service Desk system.
Ability to follow standard operating procedures and documentation.
Ability to change direction quickly and manage competing priorities and frequent interruptions while balancing incident handling with project work.
Ability to prioritize and execute tasks in a timely manner.
Ability to learn quickly and take ownership of the position.
Ability to maintain clean, well-organized work areas.
Ability to follow established standards and suggest improvements.
Ability to work independently without micromanagement or excessive supervision.
Thoroughness and keen attention to detail; strong organization; customer-service orientation; and self-motivation.
Must possess CompTIA A+ and ITIL Foundation certifications, or be able to obtain them within six months of hire.
Must possess a valid Florida Driver’s License to drive a Clerk vehicle and transport oneself or equipment to various offices.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals, and to interpret bar graphs.
Ability to meet the physical demands of the job, including occasional lifting or moving of up to 50 pounds and, on occasion, up to 100 pounds.

Nice To Haves

High school degree or GED, associate’s degree in Computer Science, or an equivalent combination of education and information systems experience is preferred.

Responsibilities

Adhere to and promote the Clerk’s Office Mission, Vision, and Core Values.
Perform basic technical work involving the installation, maintenance, operation, and repair of the Clerk’s computer systems, with a focus on customer service.
Receive and respond to incidents and requests submitted through the Service Desk system and email, and answer calls to the support number.
Document incidents, issues, and requests in the department’s Service Desk system.
Provide technical support for client-level computer hardware and software applications.
Provide Level I analysis and support for enterprise application issues and requests.
Recognize and escalate more difficult problems to Tier II support.
Analyze reported problems and service requests and determine an appropriate course of action.
Run daily PC client-server production jobs, including data and image exports, file transfers, schedulers, programs, forms, and reports.
Troubleshoot hardware and software problems related to system production.
Install, configure, and maintain PC hardware, software, and peripheral equipment in accordance with organizational standards.
Monitor desktop performance, recommend fixes, and forward repair requests as needed.
Perform asset management, including annual physical inventory and lifecycle tracking of IT resources.
Receive new equipment, update asset locations as devices are relocated, and prepare retired assets for disposition.
Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
Work with vendors to obtain equipment and software support and request quotes for equipment and services.
Test and verify fixes and follow up with customers to confirm incidents have been adequately resolved.
Develop and maintain Frequently Asked Questions in the Service Desk system.
Suggest continuous improvements to Service Desk processes and procedures.
Perform additional duties as assigned.