It Technician I

The Information Technology Technician I plays a key role in the first-line delivery of high-quality technical support for the agency and members, whilst delivering exceptional customer satisfaction and personalized service. This position requires a high percentage of incident resolution, problem-solving, and technical skills using various diagnostic tools, and is a critical first line of support for our members. In addition, interpersonal skills are required to guide customers through situations via phone, in person, or other communication channels. It may be necessary to escalate the incident to level two support with proper documentation. The role requires the ability to provide the highest levels of resolution, support, and customer satisfaction, in line with agency policy and procedures. This individual must be able to perform help desk activities in a high-volume and fast-paced environment. This position is subject to after-hours (weekends, nights, holidays) call-out duties for urgent technical support requests, taking part in the on-call rotation, and after-hours emergency responses for critical system problems. This position reports to the IT Support Supervisor.

• Provide IT support to non-technical staff.
• Provide IOS support.
• Gather information from customers before escalating technical support calls to higher levels.
• Run diagnostics to resolve customer-reported issues.
• Install, make changes, and repair computer hardware and software pursuant to the licensor's specifications, making any required modifications to optimize performance and functionality, in accordance with agency policy.
• Test fixes to ensure the problem has been adequately resolved and report all findings and final resolutions.
• Identify and resolve hardware malfunctions by either repairing hardware in a timely manner or sending hardware to the service provider in accordance with agency policy.
• Communicate with appropriate technical support service personnel to solve technical problems and maintain the optimum operational status of the computer systems consistent with agency policy.
• Support both internal members and members of external agencies ensuring they remain productive and able to complete their assigned job requirements.
• Complete inventory management of agency network devices (e.g., computers, printers, fax machines, phones)
• Remove decommissioned electronic equipment (e.g., computers, printers, fax machines), destruction of e- PHI contained on such devices, and coordinate pickup and recycling.
• Assist with onboarding and off-boarding of members as it relates to Information Technology equipment.
• Maintain highly confidential information.
• Have excellent time management skills while demonstrating the ability to prioritize and execute tasks as well as make decisions quickly.
• Ability to thrive on change with evolving products and be tech-savvy.
• Maintain composure and customer focus while troubleshooting and solving issues.
• Demonstrate tact and customer service in all interactions. This includes effective listening techniques, building consensus, and handling alternate points of view.
• Approach assigned duties with a sense of urgency, discipline, dedication, and ownership.
• Use prescribed ticket tracking software to record the status of all problems and identify steps taken to resolve issues.
• Communicate to the supervisor and appropriate personnel using the ticket system and/or email any problems which may be observed during the assembling or troubleshooting processes.
• Performs any additional job-related duties needed to help drive our vision, fulfill our mission, and provide our members with industry-leading customer service.
• Maintain a clean, neat, and orderly work area.
• Installs , configuration, and administrates Windows Operating System.
• Actively participate in all assigned job-specific training/programs and adhere to all guidelines.
• Processes applicable incoming and outgoing documents and/or files in a timely manner consistent with supervisory direction and/or agency policies/procedures.
• Participates in cross-training with other co-workers; assists those co-workers when the need arises and learns new tasks by working together as a team.
• Reports identified or potential maintenance, safety, and/or non-compliance findings, hazards, and incidents to the appropriate personnel and/or department.
• Timely completes all assignments, special projects, and budgetary requirements (if applicable) as directed, adhering to applicable agency policies.
• Adheres to leave and attendance policies, including punctual arrival and completing full shifts. Informs the supervisor about illness or untimely incidents, reports overtime hours worked, and timely submits timesheet, attendance, and leave requests.
• Regularly checks assigned mailbox, phone calls, PowerDMS, and email messages, responding promptly and professionally.
• Makes assigned chain of command aware of anything noteworthy.
• Responds to supervision, guidance, direction, and feedback from executive staff and superiors in a receptive manner and in accordance with agency policies.
• Conducts themselves in a polite, helpful, courteous, ethical, and professional manner, abiding by the established code of ethics, and demonstrates a courteous and professional image when engaged in any activity with the public.
• Cultivates positive working relationships with colleagues and other agency units to enhance work area output and services in line with agency policies.
• Demonstrates an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and coworkers.
• Operates and performs minor repairs for office equipment to manufacturer's specifications and/or within the specified parameters pursuant to agency policies.
• Performs other duties as assigned.

Minimum Education, Experience, and Requirements:

• High school diploma or equivalent
• One (1) year of relevant work experience is required.
• Experience in a heavy customer-focused position that involved technical knowledge.
• Experience troubleshooting and supporting mobile devices.
• Speak and understand the English language
• Proficient in Microsoft office products
• Internal candidates must have successfully completed their probationary period
• Internal candidates with punitive disciplinary action within 365 days are ineligible
• The following items may be required at various steps in the application process:
  1. Driver's License
  2. Birth Certificate
  3. Social Security Card
  4. Form DD214 for all periods served in the military
  5. GED or High School Diploma and Sealed Transcripts from the highest level of education
  6. FDLE Authority for Release (notarized)

Certification, Licenses, and Registrations Requirements:

• CompTIA A+ Certification preferred.
• Criminal Justice Information Systems (CJIS) Certification is required within six (6) months of employment.

Salary is negotiable for full-time positions upon initial hire, if requested, based on verified experience up to step five (5) of the assigned pay grade. Current employee salary changes are determined based on internal methodology. Please contact Human Resources with any questions.
Benefits include Florida Retirement System, a full suite of very affordable health/life/dental/vision benefits, ancillary insurance policies, college reimbursement, and more.
This posting has been reviewed by Human Resources and found to be job related and non-discriminatory. If you are interested in this position, please submit your electronic application at https://www.claysheriff.com/departments/employment/Employment Type: Full-Time