Working under the supervision and direction of the Service Desk Manager, this position will develop a full understanding and an ability to perform the following tasks and responsibilities:
Working with others, develop skills to provide the customer interface to IT Services via counter service, telephone and electronic communications. Contribute to handling incidents, problem records, and service requests; proactively seeks resolutions for customers; deals with issues and complaints in a professional and calm manner. Learn how to provide first line technical on all IT related matters aiming at resolving a majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control desktop. Develop an understanding of how to escalate incidents/service requests which cannot be resolved at first point of contact to the appropriate group, retaining ownership through resolution. Communicating with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages. Endeavoring to pursue continuous service improvement culture, contribute to, maintain and update procedures. Maintaining accurate records and reporting information on the level of faults and requests by logging all relevant incidents/service request details and allocating categorization and prioritization codes. Understanding how and when to escalate to the appropriate group any incidents that require reporting for further escalation. Assisting others to provide support for connecting members’ personal computers to the agency quest network. Assisting others to provide cover and technical support in other areas of IT support as required. Assisting in the conducting of customer/user satisfaction callbacks/surveys as part of the closure process applied to IT Service Desk Calls. Maintain a personal development program as agreed with the IT Customer Support Manager. EOE/ADA
High School Diploma or equivalent is required. One certification from Microsoft Technology Associate (MTA) or CompTIA Certificate (manager’s discretion) preferred or must be obtained within eight months of employment. Must maintain a valid Florida Driver’s license at all times. Unescorted CJIS clearance as authorized by FDLE is required.
MINIMUM PHYSICAL AND OTHER REQUIREMENTS
The physical abilities listed below are estimates of time spent during a typical workday to perform essential functions and responsibilities. Members in this position may be required to:
· Sit up to 7 hours per day.
· Stand up to 1 hour per day.
· Walk up to 1 hour per day.
· Occasionally lift up to 30 lbs.
· Occasionally bend, squat, reach, kneel or twist.
Other Requirements of Position:
· 20/40 vision (corrected/uncorrected).
· Ability to hear conversation at a normal level (assisted or unassisted).
TO VIEW COMPLETE JOB DESCRIPTION AND APPLY:
Please visit: https://pascosheriff.com/join-pso.html
For telecommunication please dial 711 then provide TTY operator with our
phone number 727-844-7791.
Veteran’s Preference: Veteran’s preference is given to qualified applicants in accordance with section 295.07, F.S. Preference-eligible applicants choosing to claim Veteran’s Preference, will be required to submit supporting documentation.
Job Type: Full-time
Pay: $13.74 per hour
Work Location: One location
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