Service Desk Technician

Performs technical work for desktop operating systems, business applications, printing systems, networking systems, and end users of the Broward County Clerk of Courts (BCCOC) office automation systems.

Work is performed under general supervision with moderate latitude in the use of initiative. Position exercises some independent judgment in accordance with defined policies, procedures, and techniques.

• Perform troubleshooting, installation and configuration of software/hardware within the standards set by the BCCOC
• Document end user issues and steps to replicate issues that come through the support desk
• Respond, resolve, or elevate service issues created in the ticketing system
• Assist in monitoring the status of service outages and remediation of issues
• Provides network assistance and some asset and server management support
• Analyzes, identifies, and documents office automation solutions; responds to, tracks, monitors, and maintains records of all support requests acquired via established organizational tools and procedures
• Identifies, researches, and resolves technical problems/projects presented through support tickets and requests
• Repairs, replaces, and installs software, hardware, and PC peripherals
• Coordinates office automation projects; plans and schedules the implementation of systems and programs
• Provides guidance on data processing and office automation applications to end users
• Contacts hardware and software vendors regarding purchase and maintenance warranty functions
• Assists in the training of end users and developing training documentation, as assigned

None

High school diploma or GED required; supplemented by two (2) years of experience delivering technical customer service for office automation systems; or an equivalent combination of education, certification, training, and/or experience.

• Microsoft Windows Operating Systems
• Microsoft Office Applications
• Microsoft Active Directory
• IP addressing, DHCP, DNS, VPN
• Microsoft Windows Printing, Registry, Logs, & Monitoring

Must have a valid Florida Driver’s License and proof of auto insurance.

Completion of two (2) years of college level coursework in computer science, information systems, business administration and two (2) years of analytical, technical, and customer service experience in office automation systems.

• Support technical issues relating to Microsoft Windows, Windows Server, and Active Directory
• A solid understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, Active Directory users and permissions.
• Knowledge of systems integration, Active Directory design and management, operating systems installation and support, Microsoft application software and how to effectively implement.
• Proficiency with laptop, desktop, and peripheral hardware troubleshooting required
• Ability to analyze complex problems and move them to resolution.
• Performs basic administrative and security tasks for variety of applications, software, including but not limit to:
  Active Directory, Duo Security (MFA), Office 365 Applications, VPN, and Networking, OS Deployment Tools, iOS
• Good communication skills; including oral and written communication, timely response and feedback, with ongoing updates to management and team members.
• Goal oriented and a demonstrated ability to continually prioritize tasks, and work under pressure with sensitivity to deadlines.
• Must have strong customer service skills.
• Must have excellent documentation and writing skills
• Enforce corporate information security and IT policies.
• Knowledge of general computing, networking, software, and hardware concepts
• Skill in the use of Microsoft Office products (Word, Outlook, and Excel) and applicable department and organization specific software and to learn and become proficient in the use of other specialized software as may be required
• Skill in using mathematics to solve problems
• Ability to clearly communicate and understand information in English, both orally and in writing
• Ability to follow oral and written instructions
• Ability to use reasoning skills that minimize…