IT Technician

Job Overview

Responsible for the day‑to‑day operations for the Information Technology Service Desk. Assists users with technical support of any information technology software and/or hardware. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Reports to the I.T. Support Manager and works with co‑workers, employees, and vendors to support information systems.

• A. Abide by the "Law Enforcement Code of Ethics."
• B. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• C. Receives, records, and distributes service desk requests and incidents coming from various channels including phone calls and emails.
• D. Determines the priority of incoming problems by asking appropriate questions. Routes incident or request to appropriate IT personnel as needed after priority has been established.
• E. Identifies, researches, documents, and resolves user technical problems.
• F. Tracks incidents and requests until they are resolved, including when problems must be escalated to other team members.
• G. Follow up on outstanding requests and ensure timely resolution.
• H. Perform account management and system configuration.
• I. Issue and maintain agency cell phones.
• J. Manage endpoints through their entire life cycle.
• K. Participate in the Service Desk’s inventory and asset management processes.
• L. Maintain documentation and keep service tickets updated.
• M. 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.
• N. Assist in developing specifications and recommend technology system related purchases to management.
• O. Provide and accept training to perform duties of other personnel within the department as needed.
• P. When necessary, report problems to management or the appropriate advanced level of support resources for resolution.
• Q. Perform other related duties, as assigned, including modified schedule or temporary re‑assignment during declared emergency or activations, as determined by the Sheriff.

• 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.]
• Strong 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.
• Must be reliable and possess good organizational skills.
• Proficiency in reading, writing, and understanding the English language.
• Maintain a valid Florida driver’s license.

Both indoor and open shop environments. Some amount of time may be spent in buildings or vehicles with uncontrolled climate conditions. Exposure to possible electrical hazards. Routine lifting of objects up to twenty (25) pounds. Normal daytime hours, but subject to being called out and may be required to work overtime when necessary.

Physical and dexterity requirements:
Requires medium to heavy work that involves walking or standing a significant amount of the time, exerting from 20-50 pounds of force on a recurring basis, and skill, adeptness, and speed in the use of fingers, hands or limbs on repetitive operation of mechanical and electronics, office equipment, machines or tools within narrow to moderate tolerances or limits of accuracy.

The job risks exposure to bright and dim light, dust and pollen, extreme heat and/or cold, wet or humid conditions, extreme noise levels, fumes and/or noxious odors, traffic, moving machinery, electrical shock, and working above the ground or floor level on ladders or on roofs or platforms.

The job requires normal…