IT Help Desk Technician

*General Summary:* Under the general direction of a high-level Information Services supervisor, this position is responsible for providing fast and useful technical support work for helpdesk operations for the Alachua County Clerk of Court, as well as providing support of Windows 10 desktops running Microsoft Office 365 and various non-Microsoft applications.
Will serve as the first point of contact for customers seeking technical assistance over the phone or email.
Work is reviewed through conferences, reports, and observation of results obtained.
*Essential Job Functions:* 1.
Performs Service Desk functions including receiving, documenting, processing, and following user requests to completion.
2.
Provides front-line support for all users of the Clerk’s network via Clerk’s Help Desk software, email, in-person, and telephone.
3.
Installs hardware and peripheral components such as computers, monitors, keyboards, printers, and any other user needed desktop devices.
4.
Maintains desktop and virtual computers, laptops, mobile devices, and peripherals.
5.
Ensures the appropriate software applications and updates are installed on user’s computer systems.
6.
Assists in the customization and adaptation of existing programs and peripherals to meet users’ requirements.
7.
Provides updates, status, and completion information to managers, supervisors, and/or users via email or in-person communication.
8.
Escalates major hardware/software application problems to appropriate IT personnel.
9.
Maintains established organizational/departmental productivity standards.
10.
Tracks inventory and software asset use.
11.
Maintains user accounts in various systems when assigned.
12.
Tracks return merchandise authorizations (RMAs) and repair information.
13.
Completes special projects as assigned.
14.
Performs on-call duties on a rotational basis and is subject to call-outs in case of network emergencies.
15.
Complies with all personnel policies and procedures.
16.
Supports the Clerk’s Office through in person, regular attendance.
17.
Supports the Clerk’s IT/Operations Department through cross-training initiatives.
18.
Performs other duties as assigned, including work as needed to cover absences or otherwise balance workload.
*Knowledge, Skills, and Abilities:* 1.
Excellent computer troubleshooting and diagnostic skills.
2.
Knowledge of Microsoft 365 and Office products.
3.
Knowledge and understanding of Windows operating systems.
4.
Skilled at hardware repair and maintenance.
5.
Ability to plan, schedule, prioritize, and coordinate work on a variety of projects.
6.
Strong organizational skills with the ability to handle concurrent projects.
7.
Ability to communicate effectively, both orally and in writing, including the preparation of written reports and memoranda.
8.
Ability to establish and maintain effective working relationships with coworkers, constitutional officers, vendors, and the general public.
9.
Ability to work independently and within a team structure.
10.
Ability to work with confidential and/or sensitive data.
11.
Ability to handle difficult customers in a courteous, cool-tempered, and professional manner.
*Education and Experience:* 1.
Educational Requirements * Associate’s degree in computer science, information technology, or related field from an accredited college or university.
* Bachelor’s degree in computer science, information technology, or related field from an accredited college or university is preferred.
2.
Experience and Training Required * Experience as a help desk technician or other customer support role.
3.
Experience and Training Preferred * Working knowledge of Active Directory, Group Management, and Virtual Private Networks (VPN).
Verifiable, related work experience may be substituted in lieu of post-secondary educational requirements if a candidate is otherwise qualified for the position.
Related work experience may not substitute for any required licensure, certification, or registration required for the position.
*Certification and Licensing:* CompTIA A+ certification preferred.
Valid driver’s license required to travel to between various facilities.
*Physical Requirements:* Seeing: Constantly required to see at close range and at a distance; and can adjust focus associated with the constant use of computer monitors.
Hearing: Constantly required to hear, understand, and distinguish speech and/or other sounds.
Speaking: Constantly required to express ideas by means of the spoken word to the public and coworkers.
Standing/Walking: Constantly required to move about the department and stand for moderate periods.
Lifting/Moving/Carrying: Constantly required to lift and/or move 50+ lbs.
Pushing/Pulling: Constantly required to push or pull carts.
Reaching: Constantly required to reach overhead or at/below shoulder level.
Bending/Squatting: Constantly required to bend and squat.
Manual Dexterity: Constantly required to type and use office equipment.
Sitting: Constantly required to sit for long periods of time.
*Working Conditions:* While performing the duties of this job, the employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock.
The noise level in the work environment is usually moderate.
Work entails some moderate/heavy lifting, pushing, pulling, and carrying moderate/heavy loads.
Work locations vary and may require travel between various facilities and in a variety of environments.
Work may require occasional out of office driving in inclement weather.
*Special Requirements:* Subject to call-outs in case of network-related emergencies.
May be required to work or travel outside normal office hours.
Required to be on-call on a rotational basis.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
*Note:* This job description is intended to describe the general nature and level of work being performed but is not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified.
This document does not establish a contract for employment and is subject to change at the discretion of the employer.
Full time position includes health, dental, vision, insurance benefits; paid time off; 10 paid holidays; eligibility for Public Loan Forgiveness; Employee Assistance Program; wellness programs; personal holidays; and enrollment in FRS Retirement Plan.
Alachua County Clerk of Court provides and pays for $10,000 of term life insurance to each employee.
Career development and opportunities for advancement available.
Diverse, positive work culture prioritizing work/life balance.
HOW TO APPLY: Applications available at www.
alachuaclerk.
org or at above listed address, room 110.
Please submit completed application with resume: online through Adobe Reader; Email to hr@alachuaclerk.
org; hand deliver to 201 E.
University Avenue, Room 110, Gainesville, FL 32601; or Fax to 352-338-3201.
Veterans’ Preference given if eligibility criteria is met.
Job Type: Full-time Pay: From $21.
85 per hour Expected hours: 40 per week Benefits: * Dental insurance * Employee assistance program * Flexible spending account * Health insurance * Life insurance * Paid time off * Retirement plan * Vision insurance Experience level: * 1 year * 2 years Schedule: * 8 hour shift * Monday to Friday * On call Ability to Relocate: * Gainesville, FL 32601: Relocate before starting work (Required) Work Location: In person