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Service Desk Analyst - IT Professional I - R16609
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Florida data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$49,758 / year median in Florida
-3% projected decline
Job Description
Start Here. Grow Here. Stay Here. Sarasota County Government has an excellent opportunity to be a Service Desk Analyst in our Enterprise Information Technology Department. The starting hourly rate for this role is $25.45 and could go as high as $34.35 an hour with experience. In this position you will be responsible for providing first-level technical support to Sarasota County employees by answering and responding to service requests via phone, email, and ticket portal. This includes troubleshooting computer hardware and software, printer, network, and infrastructure issues while also providing technical computer maintenance and software installations and updating internal knowledge base documentation. This role is involved in on-call 24/7/365 technical support. After you have received adequate training and completed the probationary position, this role will be 75% remote work and 25% in office. Apply today! Receive, update, and prioritize IT related issues and services requests using a high level of customer service skills and accuracy to capture all pertinent information in each ticket. Provide exceptional customer service skills by troubleshooting and resolving computer hardware and software, printer, network and infrastructure issues and service requests. Assist in researching, documenting, and updating the current Sarasota County technical knowledge base, and related support procedures. Collaborate with other IT personnel on tasks outside their scope of knowledge or expertise. Escalate high priority issues to subject matter experts and leadership teams. Increase job knowledge through training opportunities and self-study. Subject to
Passing Substance Screening:
This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment in any class for a period of five (5) years.
CJIS Clearance:
- The successful candidate will be subject to an extensive background check(s) as a part of the hiring process.
Work Hours:
Monday
- Friday, 7:00 a.m
- 4:00 p.m. OR 8:00 a.m.
- 5:00 p.m. About You To thrive in this role, you must have: Minimum of a 2-year degree and one year of Service Desk or Help Desk experience.
- OR•Bachelor's degree in Computer Science, Information Systems, Business Administration or related field.
Experience may substitute for formal education at discretion of management. Must obtain CompTIA A+ Certified within six (6) months of hire.
About Everything Else Starting Pay Range:
$25.45
- $34.35/hour, based on your experience. Full Position Pay Range (future earning potential): $25.45
- 43.
26/hour