Help Desk Technician

Help Desk Technician Information Technology Department

GENERAL STATEMENT OF JOB

This is an entry-level non-exempt position starting at $21.05 per hour. Includes a generous benefits package with health, dental, vision, and life insurance, 11 paid holidays, PTO, pension, and more. Under general supervision, provides technical assistance to employees or customers by troubleshooting hardware, software, and network issues. The ideal candidate has strong communication skills, basic technical knowledge, and the willingness to learn in a fast-paced environment. This position reports to the Deputy Director of IT or designee. Candidates for this position must be able to pass the Florida Criminal Information Center (FCIC) and National Criminal Information Center (NCIC) background check to gain access to the Florida Department of Law Enforcement (FDLE) databases.

SPECIFIC DUTIES AND RESPONSIBILITIES ESSENTIAL JOB FUNCTIONS

Respond to help desk tickets, phone calls, and email requests in a timely manner Provide in person or remote technical support for desktops, laptops, printers, mobile devices, and software applications Troubleshoot basic hardware, software, and network connectivity issues Install, configure, and update computer systems and applications Assist users with password resets, account access, and system permissions Document user inquiries, troubleshooting procedures, and resolutions within the ticketing software Escalate complex technical issues to senior IT staff when necessary Maintain inventory of IT equipment and supplies Support onboarding and setup of new employee workstations Deliver excellent customer service and maintain professionalism

ADDITIONAL JOB FUNCTIONS

Performs other related work as required.

MINIMUM TRAINING AND EXPERIENCE

Associates degree or certification in Information Technology, Computer Science, or related field preferred. Entry level knowledge of networking concepts, Windows and/or macOS operating systems, common business applications, like Microsoft Office 365. Certification in CompTIA A+, preferred.

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements:

Must be physically able to operate a variety of computers and their peripheral equipment; hand tools, such as screwdrivers and pliers; and common office machines such as monitors, copiers, etc. Must be able to lift, carry, push, pull or move up to 25 pounds of computer equipment. This position may require some evening or weekend support.