Service Desk Technician

Classification Description Working Title : Service Desk Technician General Statement of Job

Position is responsible for taking customer requests for technology services and repair and accurately documenting, prioritizing, providing support, or escalating the customer's requests to the correct IT resources. Provides support for workstations with Windows operating systems, MACS's, desktop peripherals, mobile device management, asset tracking and application support. Assists users in the efficient use of applications and provide escalations of technical support issues. Focuses on providing excellent customer service, building strong relationships, safety, and best work practices with the goal of delivering exceptional results.

Essential Functions

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.

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.

Provide security access privileges to the appropriate staff, with high level understanding of group policies.

Responsible for configuring, installing, and repairing computer endpoints while consistently following up with users to ensure proper function, for both internal and external customers.

Perform remote troubleshooting through diagnostic techniques and pertinent questions. Document issues and resolutions properly for record keeping and posterity.

Support, manage, deploy policies / apps and maintain the recommended configuration of all mobile devices; this includes, but is not limited provisioning, securing, upgrading mobile OS and creating MDM policies & groups for device management.

Develop and maintain installation, operations, and configuration procedures.

Perform daily system monitoring, verifying the integrity and availability of all hardware and software.

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

Manage multiple incidents and requests as assigned, and monitor ticket workflows in accordance to SLAs. Must be familiar with industry standard ticketing systems.

Advise management on situations that may require additional client support or escalation.

Communicates to customers on the status of requests and incidents while consistently providing excellent customer service.

Contribute to developing training materials and procedures in the proper use of technology equipment along with participating in training end users.

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

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
• pple iOS
• Microsoft Office 365 Administration
• Microsoft System Center Configuration Manager
• Printer Network Connectivity Deployment
• Service Desk Plus (or other ticketing system experience)
• Documentation & Records Management (Knowledgebase Contribution)
• Enhanced Customer Service Enrichment Efforts, and Effective De-escalation Experience

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.

Minimum Qualifications

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

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

Microsoft and CompTIA certifications preferred.

Additional Requirements

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.

Experience with the methods, tools, and techniques applied to diverse IT Support in 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 also 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.

Lumen Solutions Group Inc. is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority / Gender / Disability / Religion / LGBTQI / Age / Veterans.