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About Position

Act as the first point of contact in an entry level support position. Provide technical assistance and support for incoming inquires and issues related to computer systems, software, and/or hardware. Respond and perform troubleshooting through diagnostic techniques and pertinent questions via phone, email, walk-ins, remote sessions, and/or the IT support management application. 

Duties & Responsibilities

Note: Depending on assigned responsibilities, employees may perform some or all of the duties below.

  • Assist with user inquiries via multiple methods such as phone, email, walk-ins, remote sessions, and/or the IT support management application.
  • Provide quick, accurate, and useful technical assistance for a range of computer systems, software, and hardware components.
  • Perform troubleshooting, research, and problem resolution through diagnostic techniques to answer and/or resolve queries on basic technical issues, and offer advice to solve them for users.
  • Maintain good technical knowledge on a variation for a range of computer systems, software and hardware components.
  • Communicate effectively to understand the problem and explain its solution.
  • Walk users through the problem-solving process.
  • Provide end-user training.
  • Document complete records of events and user exchanges of all inquiries, technical issues, and/or resolutions clearly and accurately within the IT support management application.
  • Direct unresolved issues to the next level of support personnel.
  • Follow up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team and/or manager.
  • Develop and maintain a comprehensive library of support staff documentation.
  • Maintain continued personal IT knowledge growth by utilizing internal knowledge base, internal and external resources, and other applicable furthering education initiates including IT related certifications.
  • Lift equipment and/or delivered parcels up to 50 lbs.
  • Perform other related duties as required.

Knowledge, Skills & Abilities

  • Knowledge of various computer systems, software, hardware, mobile devices, and other technical products.
  • Customer service skills.
  • Help desk technician and/or other customer support role(s) skills.
  • Strong analytical and solution/problem solving skills.
  • Strong English written and verbal communications skills.
  • Ability to diagnose and resolve basic technical issues.
  • Ability to engage in active listening and work effectively with others.
  • Ability to type proficiently while participating in an active conversation with users.
  • Ability to effectively multi-task.
  • Ability to work reactively, proactively, and effectively.
  • Ability to analyze and quickly debug issues.
  • Ability to accept and follow direction, protocol, policies, and procedures.
  • Ability to sit for extended periods of time using a telephone headset.
  • Ability and willingness to a range of shifts and schedules including days, weekends, and/or holidays.
  • Ability to lift up to 50 lbs.

Required Minimum Education & Experience

  • A high school diploma or possession of a GED certificate.
  • Two years of recent (within the last year) paid work experience in a help desk, technical, or customer support role.
OR
  • An associate’s degree or higher from an accredited institution of higher education in a technical field.
  • One year of recent (within the last year) paid work experience in a help desk, technical, or customer support role.
OR
  • A bachelor’s degree from an accredited institution of higher education in a technical field.

Required Pre-Employment Testing

  • A passing score on pre-employment testing.
  • 40 net words per minute on a typing test; or 133 gross keystrokes per minute with 90% accuracy on a data entry test.

Preferred Education & Experience

  • A recent (conferred within the past two years) bachelor’s degree from an accredited institution of higher education in a technical field.
  • One current technical certification (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+).

  • A bachelor’s degree from an accredited institution of higher education in a technical field.
  • One current technical certification (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+).

Additional Job Requirements

  • Mandatory attendance to the job assignment location is required. Failure to report to the location in accordance with Sheriff's Office Standard Operating Procedures may result in disciplinary action up to and including dismissal. 
  • Depending on assignment, employees may be required to possess a valid Florida Driver License at time of employment. Driving history will be thoroughly reviewed and may be grounds for disqualification.
  • No visible tattoos on face. Tattoos on hands, neck, or arms must be covered with white, black, or neutral colored covering.
  • No illegal drug sale within lifetime.
  • No illegal drug use within the past 36 months. No marijuana use within the last 12 months.
  • No felony convictions within lifetime.
  • No misdemeanor convictions involving perjury, false statement, or domestic violence within lifetime.
  • No dishonorable discharge from any branch of the United States Armed Forces, the United States Coast Guard, National Guard, or Reserve Forces.
  • Successful completion of a criminal background investigation including polygraph; reference, employment, and neighborhood checks; medical evaluation; and drug screening.

Coronavirus Notice

To remain proactive in protecting our employees and applicants as the Coronavirus (COVID-19) continues to impact our community, our Testing Center will be closed:


UNTIL FURTHER NOTICE

All pre-employment testing time frames have been extended. Our staff is actively reviewing your application submissions and you will be notified when pre-employment testing resumes.


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We believe that diversity and inclusion among our applicants and employees is critical to our success as a community partner. We seek to offer employment opportunities without regard to race, color, religion, sex, pregnancy, national origin, age, physical/mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and military/veteran status. We proudly recognize veterans' preference and are committed to a drug-free and tobacco-free workplace. Job information is updated daily at noon.