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Help Desk Specialist

  • Job Code: U8746
  • Pay Grade:99
  • Pay Scale:$15.00-$20.00 Hourly; $31,200.00-$41,600.00 Annually (Starting Salary)
  • Exempt:No

Overview

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.

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+).

Additional Job Requirements

  • Attendance at the specified Sheriff's Office work location is required.
  • 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 background investigation including criminal, reference, employment, and neighborhood checks; polygraph; medical evaluation; and drug screening.

General Benefit Information

Benefits include but are not limited to:

  • Medical, Dental, Vision, and Life Insurance coverage
  • Florida Retirement System and Deferred Compensation
  • Paid time off including sick, vacation, and holiday time
  • Employee Assistance Program
  • Short and Long Term Disability Insurance
  • Employee incentives for educational degrees and bilingual (Spanish) abilities
  • Tuition reimbursement
  • Paid training