Technical Support

In support of the Charlotte County Clerk of the Circuit Court and County Comptroller’s mission as guardians of public records and assets this entry-level Service Desk position is responsible for performing technical and analytical work of moderate difficulty. The Technical Support role ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving help requests and escalating incidents when considered appropriate.

This position requires excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of client computing resources.

This is an in-office position and is not eligible for remote work.

The work schedule is from 8:00 AM to 5:00 PM Monday - Friday. The employee will work in both the Clerk's Punta Gorda and Murdock offices, as scheduled.

• Adheres to and promotes the Clerk’s Office Mission, Vision and Core Values.
• Basic technical work related to the installation, maintenance, operation and repair of the Clerk’s computer systems including all aspects of customer service.
• Receives and responds to incidents and requests submitted to the Service Desk system and emails; answers phone calls at the support number.
• Documents incidents, issues or requests within the department’s Service Desk system.
• Provides technical support of client-level computer hardware and software applications.
• Provides support and level I analysis of enterprise applications issues or request.
• Recognizes and escalates more difficult problems to Tier II support.

• Analyzes reported problems or requests for services and determines a course of action.
• Runs PC Client-server based daily production jobs, including data/image exports, file transfers, schedulers, programs, forms and reports.
• Troubleshoots system hardware and software problems related to production.
• Installs,configures and maintains PC hardware, software, and peripheral equipment for system users in accordance with organizational standards.
• Monitors desktop performance and makes recommendations for fixes and/or forwards requests for repairs.
• Performs asset management including annual physical inventory
• Maintains an inventory of Information Technology (IT) resources throughout entire lifecycle; receiving new equipment, maintaining the system with accurate locations as devices are relocated, preparing the disposition of retired assets.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Works with vendors for equipment and software support; requests quotes for equipment and services.
• Tests and verifies fixes; follows up with customers to ensure an incident has been adequately resolved.
• Develops and maintains Frequently Asked Questions (FAQs) in Service Desk system.
• Provides suggestions for continuous innovation and improvement for Service Desk processes and procedures.
• Additional duties may be assigned that are not noted here.

• Thoroughness and keen attention to detail
• Highly organized and orderly
• Exceptional customer service orientation
• Highly self-motivated and directed.

• Requires excellent problem-solving and customer service skills.
• Ability to communicate clearly both 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 quickly change direction and manage competing priorities.
• Ability to handle frequent interruption and balance…