Help Desk Support Technician

JOB SUMMARY

Under the supervision of the Technical Services Supervisor, the Help Desk Support Technician provides first level support to all city employees through the Information Technology (IT) Help Desk.  Employee is expected to provide timely and quality service and support to end-users requiring assistance with IT services.   IT Services include professional and technical work in telecommunications, computer networking, PC Hardware, and enterprise desktop applications.  Work is performed via telephone, email, remote desktop software, and Help Desk application. The Help Desk Support Technician will analyze computer problems, implement solutions, train end-users, document incidents, and perform other tasks to support city staff.  Employee is expected to have strong written and verbal communication skills in order to effectively communicate between various users and IT staff, contractors, and vendors.

ESSENTIAL JOB FUNCTIONS

• Performs question/problem diagnosis and guides users through step-by-step solutions in a call center environment.

• Researches problems and solutions using Help Desk knowledge base and other available resources.

• Assists IT staff in deployment, maintenance, support, and end-user training for enterprise desktop applications.

• Maintains hardware and software inventory database, provides reports and updates documentation as required.

• Provides desktop and mobile hardware and software support for all City of Cocoa employees and Elected Officials.

• Provides technical support for City Council Meetings (after-hours) and operates audio/visual equipment for video production during Council meetings.

• Mission Essential Employees may be required to work during a declared or undeclared emergency.

• Overtime work may be required from time-to-time.

• Performs duties as assigned/necessary which are related, or logical in assignment to the position.

Knowledge, Skills and Abilities:

• General knowledge of personal computer technology including desktops and mobile devices.

• Basic knowledge of Microsoft Windows, enterprise desktop applications, computer networking, printer configuration, file sharing, email and use of the Internet/intranet.

• Skill in basic troubleshooting and problem solving relating to desktop operations.

• Skill in providing exceptional customer service and technical support to end users.

• Ability to exercise tact and courtesy and work patiently with end users of all skill levels in training and problem solving.

• Ability to communicate clearly, and interact with all levels of employees and officials, accurately and concisely through oral and in written presentations.

• Ability to organize work, establishes priorities, meet established deadlines, and follow up on assignments with a minimum of direction.

• Ability to have a positive team-management attitude.

Education and Experience:

CompTIA A+ certification and/or CompTIA Network+ certification with a minimum of one (1) year work experience or an equivalent combination of education, training, and experience.

Special Qualifications:

For positions requiring the operation of City vehicles, must possess a valid current Florida driver's license, or be able to acquire one within 45 days of hire.  Employee must be able to clear a FDLE/CJIS background check and security exam.

The work is generally light and may require exerting up to 45 pounds of force occasionally, and up to 15 pounds frequently to move objects. Additionally, the following physical abilities are required:

• Crawling: Moving about on hands and knees or hands and feet.

• Crouching: Ability to bend the body downward and forward by bending leg and spine.

• Feeling: Ability to perceive attributes of objects by touch.

• Dexterity: Primarily with fingers, as in picking, pinching, or typing.

• Grasping: Applying pressure to an object with the fingers and palm.

• Handling: Picking, holding, or otherwise working, primarily with the whole hand.

• Hearing: Ability to hear and understand at normal speaking levels with or without correction.

• Kneeling: Bending legs at knee to come to a rest on knee or knees.

• Lifting: Ability to frequently lift and move objects.

• Mental Acuity: Ability to make rational decisions.

• Pulling / Pushing: Ability to occasionally move objects up to 45 pounds.

• Reaching: Ability to extend hand(s) and arm(s) in any direction.

• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.

• Speaking / Talking: Ability to communicate clearly, accurately and concisely through speech.

• Standing: Particularly for sustained periods of time.

• Stooping: Ability to frequently bend the body downward and forward by bending spine at the waist.

• Visual Acuity: Ability to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading, operating motor vehicles; including color, depth perception, and field vision.

• Walking: Ability to move about on foot to accomplish tasks and moving from one work site to another.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the ability to be sensitive to change and responsive to changing goals, priorities, and needs.