Support Desk Technician I/Ii - Information Technology

Salary: See Position Description
Location : Various locations throughout Volusia County, FL
Job Type: Full-Time
Job Number: 24-00081
Department: Finance
Opening Date: 01/11/2024
Closing Date: 2/1/2024 11:59 PM Eastern
Major Functions
The County of Volusia is seeking a Support Desk Technician I/II for the Information Technology Division located in DeLand, Florida.
Support Desk Technician I $18.31
Entry-level position providing customer support for hardware and software issues related to personal computers, including but not limited to laptops, phones, and mobile devices. Also responsible for monitoring the various computing and environmental systems of the county's data centers.
Support Desk Technician II $19.16
Progressively responsible position providing customer support for hardware and software issues related to personal computers, including but not limited to laptops, phones, and mobile devices. Also responsible for monitoring and maintaining the various computing and environmental systems of the county's data centers.
Illustrative Duties
(NOTE: These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.)

• Performs all duties of Support Desk Technician I, plus the following.
• Provides second level help desk support and problem resolution.
• Prepares written instructions and documentation for operational tasks.
• Maintains production accuracy of own work and of coworkers through verification of job setup, execution, and output.
• Provides training to coworkers on shift tasks.
• Oversees delivery of electronic and printed materials to appropriate work units in accordance with an established distribution list.
• Assists other Information Technology staff and vendors to diagnose and resolve system problems.
• Composes alerts and service notices for publication on county intranet.
• Attends work on a continuous and regular basis.
• Responds to emergency situations.
• Must adhere to Federal, State, County and Local ordinances.
• Performs other duties as assigned.

NOTE: *Support Desk Technician I classification can be found at: go to MENU then Class Specifications.
Minimum Requirements
Support Desk Technician I $18.31
Graduation from high school or possession of a GED certificate, and one (1) year experience in computer operations or related field.
A comparable amount of education, training, or experience may be substituted for the minimum requirement
Support Desk Technician II $19.16
Graduation from high school or possession of a GED certificate, and three (3) years' experience in computer operations or related field.
A comparable amount of education, training, or experience may be substituted for the minimum requirements.
Knowledge, Skills & Abilities

• All the knowledge, skills, and abilities of a Support Desk Technician I, plus the following.
• Knowledge of data center operations, including HVAC, electrical (e.g. UPS, PDU, ATS), and fire suppression systems.
• Knowledge of basic networking concepts (e.g. DHCP, DNS, VPN, and Wi-Fi) and common issues related to them.
• Skilled in training employees in the operation of a computer, including Microsoft Office and other software applications.
• Ability to train other staff in shift related activities.
• Ability to create knowledge base articles for release to staff and end users.
• Able to provide technical supervision and training for subordinate Support Desk Technicians.
• Ability to work under stressful conditions.
• Ability to interact effectively with others.
• Must be able to relocate to other county locations based upon operational needs.

ADA REQUIREMENTS
Physical Demands: Sedentary work. Ability to see, hear, talk, grasp, push, pull, reach, lift; finger dexterity.
Environmental Demands: Inside work.
Mental Demands: Ability to read and comprehend technical manuals and instructions; layouts; memos, letters, procedures, safety instructions. Ability to speak clearly and concisely. Ability to write compound sentences relaying information, details, and data. Ability to perform general mathematical functions.
We offer a competitive and comprehensive benefits package that includes:
HEALTH INSURANCE

• Medical
• Dental
• Vision
• Flexible Spending Account

RETIREMENT

• Florida Retirement System (FRS)
• Deferred Retirement Option Program (DROP)
• Deferred Compensation (475 Plan)

SUPPLEMENTAL INSURANCE

• Life Insurance
• Short Term Disability Insurance
• Long Term Disability Insurance
• Cancer Insurance
• Critical Illness Insurance

PAID TIME OFF

• Personal Leave
• Holidays
• Bereavement
• Military

HOLIDAYS
The County of Volusia observes the following holidays annually:

• New Year's Day
• Martin Luther King Day
• Good Friday
• Memorial Day
• Independence Day
• Labor Day
• Veterans Day
• Thanksgiving (and day after)
• Christmas

ADDITIONAL BENEFITS

• Tuition Reimbursement
• Onsite Wellness/Fitness Center
• Computer Purchase Program
• Direct Deposit Payroll

Temporary and intermittent employees are not paid for holidays and are not eligible for benefits.
01
NOTE: Your response to the following supplemental questions must match the information in the work experience section on your application. If your responses do not match, your application will be deemed incomplete and will disqualify you from further consideration.

• I have read and understand the above statement.

02
Do you have a valid Florida driver's license?

• Yes
• No

03
If you answered "No" to the previous question, will you be able to obtain a Florida driver's license at the time of hire if selected for the position?

• Yes
• No
• Not Applicable

04
Are you able to work nights and weekends? Information Technology is hiring for a night shift employee starting time is 11:30 PM and shift ends at 8 AM.

• Yes
• No

05
For each of the following, if you have no relevant experience, please indicate "N/A." Otherwise, provide (a) the name of the agency/organization, (b) the number of years, (c) your position title, and (d) the details of your experience.

• I understand the above instructions to answer the below questions.

06
Describe your experience providing troubleshooting and support for personal computers.
07
Describe your experience providing remote support to users.
08
Describe your experience providing troubleshooting and support for malware/virus remediation.
09
Describe your experience using monitoring software to monitor network equipment servers.
10
Describe your experience providing troubleshooting and support for malware/virus remediation.
11
Describe your experience using monitoring software to monitor network equipment servers.
12
Describe your experience installing and configuring software.
13
Describe your experience administering Windows based user accounts.
14
Describe your experience using Microsoft Office software.
15
Describe your experience using Microsoft Outlook email and calendaring software.
16
Describe your experience assigning and monitoring work orders and generating reports
17
Have you ever worked as a temporary/lease employee for the County of Volusia?

• Yes
• No

18
Where did you hear about this position?

• County of Volusia website
• Indeed.com
• Orlandojobs.com
• Social media sites (i.e. Facebook, Twitter, Linked In)
• Other

19
If you answered "Other" to the previous question, please indicate which specific source. If not, please indicate N/A.
Required Question