Service Desk Support Technician I or II D.O.Q - Information Technology New

Duties

The following duties are illustrative for this position. The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.Service Desk Support Technician I:

• Keeps the mission, vision, and values of the City of Port St. Lucie at the forefront of decision making and action; builds strategic and collaborative relationships and interacts with others in a way that builds confidence and trust; provides excellent customer service by taking action to accomplish objectives, maintains high levels of work and productivity by generating innovative solutions to work situations.
• Acts as first point of contact to log, classify and prioritize user queries, requests, and problems in support of the various computers, network and telephone systems and associated peripheral equipment.
• Troubleshoots, isolates, and determines root cause to resolve routine and intermediate level user queries, requests and issues using established checklists and guidelines.
• Configures, tests, and installs standard desktop and portable computers, devices, and associated peripherals within established standards.
• Performs end user assistance and deploys software packages using remote desktop management.
• Identifies and takes corrective action to remove malware, spyware, and viruses to maintain integrity of Information Technology (IT) environment.
• Install and Configure CAD software on Police Department devices.
• Works with IT team members, as needed, to identify and resolve IT environment issues.
• Deploys standard images for desktop environment.
• Ensures end user workstations interconnect seamlessly in a multi-layered client/server environment with diverse systems.
• Applies established IT standards to daily work functions in the IT environment.
• Installs cables, connectors and network cards as requested by Director or his designee.
• Works with vendor support contacts to resolve technical problems with computer equipment and software.

Service Desk Support Technician II:

• Keeps the mission, vision, and values of the City of Port St. Lucie at the forefront of decision making and action; builds strategic and collaborative relationships and interacts with others in a way that builds confidence and trust; provides excellent customer service by taking action to accomplish objectives, maintains high levels of work and productivity by generating innovative solutions to work situations.
• Acts as first point of contact to log, classifies and prioritizes user queries, requests, and problems in support of the various computers, network, and telephone systems and associated peripheral equipment.
• Troubleshoots, isolates, and determines root cause to resolve routine and intermediate level user queries, requests and issues using established checklists and guidelines.
• Configures, tests, and installs standard desktop and portable computers, devices, and associated peripherals within established standards.
• Performs end user assistance and deploys software packages using remote desktop management.
• Identifies and takes corrective action to remove malware, spyware, and viruses to maintain integrity of the Information Technology (IT) environment.
• Install and Configure CAD Software on Police Department devices.
• Works with IT team members, as needed, to identify and resolve IT environment issues.
• Deploys standard images for desktop environment.
• Ensures end user workstations interconnect seamlessly in a multi-layered client/server environment with diverse systems.
• Applies established IT standards to daily work functions in the IT environment.
• Installs cables, connectors, and network cards as requested by the Director or designee.
• Assists in configuring copiers and setting up scan to email and network drives features.
• Assists in managing users in the Access Control systems.
• Assists in Basic Mobile Device Management (MDM) needs.
• Assists in management of Kronos Workforce.
• Assists in setting up and deploying new mobile devices.
• Assists in training new IT staff in computer setups and software use.
• Works with vendor support contacts to resolve technical problems with computer equipment and software.

Minimums

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Service Desk Support Technician I:EDUCATION AND/OR EXPERIENCE Graduation from an accredited high school or possession of an acceptable equivalency diploma required. Graduation from an accredited college or university with an associate’s degree in computer technology or related discipline is preferred. A minimum of three (3) years of education and/or experience in computer systems, computer networks, peripheral devices or help desk operations within the last 5 years required. A comparable amount of training, education or experience may be substituted for the minimum qualifications. CERTIFICATES, LICENSES, REGISTRATIONS:

• Comp TIA A+ certification required or ability to obtain this within nine (9) months of date of hire.
• Florida Department of Law Enforcement (FDLE) - Criminal Justice Information Services (CJIS) Certification required to be obtained within three (3) months from date of hire.
• Possession of valid driver’s license and maintenance of clean driving record required with the ability to obtain a valid Florida driver’s license within 30 days from date of hire.

KNOWLEDGE, SKILLS, & ABILITIES:

• Knowledge of principles and operations of computers, network, and telephone systems and networks and related technology.
• Knowledge of Windows operating systems and software packages.
• Ability to install and perform minor repairs to hardware and peripheral equipment following design or installation specifications.
• Experience with the delivery of excellent customer service in person and by telephone. Familiar with remote assistance desktop tools.
• Familiar with standard deployment of desktop images.
• Familiar with Active Directory concepts.
• Ability to keep records and input work orders.
• Ability to work effectively with co-workers.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to maintain system documentation related to local support functions.
• Ability to multi-task in a fast-paced environment.
• Ability to communicate effectively in writing and orally.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to focus on the positive in every situation.
• Ability to model respect for individuals, teams, and the organization.
• Ability to stay centered when challenged.
• Ability to work under pressure and meet deadlines.
• Ability to follow through with assigned tasks.

Service Desk Support Technician II:EDUCATION AND/OR EXPERIENCE Graduation from an accredited college or university with an Associate’s degree in Computer Technology or related field is required. Graduation from an accredited college or university with a Bachelor of Science degree in Computer Technology or related field is preferred. A minimum of five (5) years of education and/or experience in computer systems, computer networks, peripheral devices or help desk operations within the last seven (7) years required. A comparable amount of training, education or experience may be substituted for the minimum qualifications. CERTIFICATES, LICENSES, REGISTRATIONS

• Possession of one of the following certifications is required: CompTIA Network+, CompTIA Security+, or Apple Device Support and Apple Deployment and Management certification; or the ability to obtain the required certification(s) within nine (9) months of the date of hire.
• Florida Department of Law Enforcement (FDLE) - Criminal Justice Information Services (CJIS) Certification required to be obtained within three (3) months from date of hire.
• Completion of Lenel Training required.
• Possession of valid driver’s license and maintenance of clean driving record required with the ability to obtain a valid Florida driver’s license within 30 days from date of hire.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in administrating specialized software such as Meraki, Kronos, Paxton, and Lenel
• Knowledge of principles and operations of computers, network, and telephone systems and networks and related technology.
• Knowledge of Windows operating systems and software packages.
• Ability to install and perform minor repairs to hardware and peripheral equipment following design or installation specifications.
• Experience with the delivery of excellent customer service in person and by telephone.
• Knowledge of remote assistance desktop tools.
• Knowledge of standard deployment of desktop images.
• Knowledge of Active Directory concepts.
• Ability to keep records and input work orders.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to maintain system documentation related to local support functions.
• Ability to multi-task in a fast-paced environment.
• Ability to communicate effectively, both orally and in writing.
• Experience with Mobile Device Management Solutions (Mobile Iron, Intune, Meraki)
• Knowledge of Apple Volume Purchase Program (VPP) and Device Enrollment Program (DEP).
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to focus on the positive in every situation.
• Ability to model respect for individuals, teams, and the organization.
• Ability to stay centered when challenged.
• Ability to work under pressure and meet deadlines.

• Ability to follow through with assigned tasks.

How to apply

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, hear, and use hands to finger, handle, or feel. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch or crawl, and work in tight spaces. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. The office environment is fast paced. Documentation Requirements Please Read Carefully Applicants, including City of Port St Lucie employees, must upload and submit attached copies of their education credentials with the employment application. Please be sure to attach all required documents to your employment application each time you apply. Uploaded documents remain in your online profile, but they will not attach automatically, and you will be deemed ineligible without the proper documentation. ALL DOCUMENTS SUBMITTED MUST BE CLEAR, LEGIBLE, AND IN PROPER FORMAT. THE FOLLOWING DOCUMENT(S) ARE REQUIRED AT THE TIME OF APPLICATION AND ARE ACCEPTABLE FORMS OF PROOF:

• Proof of education in the form of a diploma, degree, or transcripts. Foreign diplomas/degrees must be submitted with a credential evaluation report from an approved credential evaluation agency*. Translations of diplomas/degrees are not accepted. Audit/Academic reports are not accepted as substitutions for college transcripts.
• Driver's License: A Valid Driver's License from any state (Equivalent to a State of Florida Class E) may be utilized upon application; however, within thirty (30) days from the date of hire, a State of Florida Driver's License (Class E or higher) must be presented.

*Approved Credential Evaluation Agencies: Credential evaluation reports showing the United States equivalency for academic credentials earned in other countries may be provided by:

• An accredited four-year college or university in the United States, OR
• A current member of the National Association of Credential Evaluation Services (NACES), OR
• A current member of the Association of International Credential Evaluators (AICE), OR
• A recognized Professional Organization

For an additional list of approved credential evaluation agencies, visit the Florida Department of Education It is the applicant's responsibility to ensure that all required documents submitted with the employment application are in a format that is acceptable, clear, and legible for eligibility determination or risk being disqualified.