Service Desk Technician

WORK OBJECTIVE :

Perfroms technical work for desktop operating systems, business applications, printing systems, networking systems, and end users of the Broward County Clerk of Courts (BCCOC) office automation systems.

Work is performed under general supervision with moderate latitude in the use of initiative. Position exercises some independent judgment in accordance with defined policies, procedures, and techniques.

ESSENTIAL FUNCTIONS :

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within the classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Perform troubleshooting, installation and configuration of software / hardware within the standards set by the BCCOC
• Document end user issues and steps to replicate issues that come through the support desk
• Respond, resolve, or escalate service issues created in the ticketing system
• Assist in monitoring the status of service outages and remediation of issues
• Provides network assistance and some asset and server management support
• Analyzes, identifies, and documents office automation solutions; responds to, tracks, monitors, and maintains records of all support requests acquired via established organizational tools and procedures
• Identifies, researches, and resolves technical problems / projects presented through support tickets and requests
• Repairs, replaces, and installs software, hardware, and PC peripherals
• Coordinates office automation projects; plans and schedules the implementation of systems and programs
• Provides guidance on data processing and office automation applications to end users
• Contacts hardware and software vendors regarding purchase and maintenance warranty functions
• Assists in the training of end users and developing training documentation, as assigned
Supervision :
• None

MINIMUM QUALIFICATIONS :

High school diploma or GED required; supplemented by two (2) years of experience delivering technical customer service for office automation systems; or an equivalent combination of education, certification, training, and / or experience.

Technology or Software :

Must have a valid Florida Driver’s License and proof of auto insurance.

PREFERRED QUALIFICATIONS :

Completion of two (2) years of college level course work in computer science, information systems, business administration and two (2) years of analytical, technical, and customer service experience in office automation systems.

KNOWLEDGE, SKILLS, AND ABILITIES :

PHYSICAL REQUIREMENTS :

Depending on functional area of assignment, tasks involve the ability to exert heavy physical effort usually involving lifting, carrying, pushing and / or pulling of objects and materials of heavy weight (up to 50 pounds). Involves some climbing, balancing, stooping, kneeling, crouching, crawling, walking, or standing. Tasks may involve extended periods of time at a keyboard or workstation and extended periods of time standing and / or walking.

ENVIRONMENTAL REQUIREMENTS :

Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and / or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and / or moving vehicles, vibrations, electric currents, animals / wildlife, toxic / poisonous agents, gases or chemicals, oils and other cutting fluids, violence and / or disease, or pathogenic substances.

SENSORY REQUIREMENTS :

Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors. Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally and in writing.