Position is responsible for providing first level support for workstations with Windows operating systems, MACs, desktop peripherals, mobile device management, asset tracking, and troubleshooting problems with applications software. Assist users in the efficient use of applications and provide escalations on technical support issues. Focuses on providing excellent customer service, building strong relationships, safety, and best work practices with the goal of delivering exceptional results.

**Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description.

**Additional compensation based on licensure.

Note : These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

Trouble-shoots hardware and software, installations, and support to both internal and external customers.

Planning work routines, meeting performance metrics, quality control, training, documenting, and effective communication are key elements of the position.

Perform remote and/or on-site troubleshooting through diagnostic techniques and pertinent questions. Documenting issues and resolutions properly for record keeping and posterity.

Image, configure, install, repair computer endpoints, while consistently following up with users to ensure proper function.

Install computer and endpoint Windows updates, software updates, firmware.

Responsible for Imaging systems and deploying software through SCCM.

Effectively prioritize and manage multiple incidents and requests as assigned. Working to answer, evaluate, and prioritize incoming telephone, work orders, e-mail, and in-person requests for assistances from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Contribute to developing training materials, procedures or conducting training to users in the proper use of hardware or software.

Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

Perform desktop and endpoint data backups and disaster recovery operations.

Monitor ticket workflows in accordance to SLAs.

Support, manage, optimize, and maintain the configuration and installation of all desktop, laptops, and mobile devices to include, but not limited to, patching, configuring, upgrading hardware or software.

Provide technical support to staff utilizing Mac OS, Windows, and Office based workstations.

Provide technical support after normal business hours on an on-call rotation or whenever necessary.

Maintain accurate inventory, asset information and various other asset records in accordance with department policy and procedures.

Lead, facilitate, and/or participate in IT related projects as directed.

Knowledge and competency of the following technologies:

Windows Operating Systems

Apple iOS

Microsoft System Center Configuration Manager

Microsoft Active Directory and Group Policy

Hardware imaging and configuration

Hardware/Software security and encryption

Additional Duties :

Performs other related work as required.

In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

Associate degree in Computer Technology and two (2) years progressively responsible experience in the computer support field.

Microsoft and CompTIA certifications preferred.

A comparable amount of education, training, or experience may be substituted for the minimum qualifications.

Must possess excellent oral and written communication skills and be able to organize and prioritize tasks successfully.

Ability to communicate effectively with other team members, customers, citizens, executive leadership, and elected officials.

Work requires a high degree of teamwork, coordination with customer departments, independent judgment, initiative, and a positive attitude.

Ability to evaluate situations and exercise good judgment in making decisions.

Ability to work independently, maintain accurate and detailed records and organize and assemble data to obtain desired output.

Advanced knowledge of the methods, tools, and techniques applied to diverse IT Support in complex multi-platform networked environments.

Ability to evaluate, diagnose and develop solutions to potential and real operational and system deficiencies to ensure continued and non-disrupted service to system users.

In depth knowledge of personal computers, operating systems, Office Suite, and use of general business applications.

Ability to establish and maintain effective working relationships with staff at all levels of the County.

Ability to work in a dynamic environment that requires the incumbent to be sensitive to change and responsive to changing goals, priorities, and needs.

Must possess and maintain a valid Florida Driver’s License including the ability to travel within Seminole County.

All employees must attend Seminole County Required Trainings.

Department Specific trainings per position may be required.