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IT Service Desk Technician

Location : Ocala
Job Type : Regular
Reference Code : 11418590
Hours : Full Time
Required Education : High School Diploma or Equivalent
Travel : No
Relocation : No

Job Description :
Responsible for the day-to-day operations of the Information Technology Service Desk. Assists users with technical support of agency software and/or hardware. Responds to requests, runs diagnostic programs, isolates problems, and determines and implements solutions. Reports to the Service Desk Manager or other designated person.


  1. Abide by the "Law Enforcement Code of Ethics".

  2. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

  3. Receives, records, and distributes help desk calls, emails, and other requests to include logging, calls into automated system, determining the problem by asking appropriate questions, determining priority of request and routing calls to appropriate IT personnel.Identifies, researches, and resolves user technical problems.

  4. Respond to queries either in person or over the phone.

  5. Handle Tier 1 help desk escalations through tickets or phone.

  6. Follow up on outstanding requests and ensure timely resolution.

  7. Create accounts and configure hardware as part of the on-boarding process.

  8. Issue agency cell phones.Train on usage of iPhones and Droids. Issue replacements for damaged units and maintain usage and tracking records.

  9. Issue and track other duties dependent electronics a necessary.

  10. Be alert for conditions or situations which inhibit efficient operation of, or create security concerns for MCSO's technology systems and make recommendations for solutions.

  11. Follow up with customers to ensure issue has been resolved.

  12. Assists in developing specifications and recommends technology systems related purchases to management.

  13. Other duties may include project management as agency needs dictate.

  14. Provide and accept training to cross train and cover for other personnel.

  15. When necessary, escalates problems to management or the appropriate advanced level of support resources for resolution.

Required Qualifications :
CompTIA Certifications preferred. Additional studies and certifications in desktop and applications support a plus. A comparable amount of training, education or experience may be substituted for the minimum qualifications and preferences. Interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community. Able to follow instructions, work with or without supervision, and multi-task. Must be customer service oriented. Physical agility to lift medium to heavy objects, and to stoop, bend, climb, and stretch while working on technology systems. Effective and efficient troubleshooting and problem solving skills. Organizational skills. Proficiency in reading, writing, and understanding the English language.

Maintain a valid Florida driver's license for required travel.

Full-Time position, hours not specified

Salary: $17.69-21.93 per hour, DOE
Skills :
Computer diagnostics Computer hardware Computer software Computer Technician
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