Senior Support Desk Technician - Volusia Sheriff's Office

Senior Support Desk Technician

Posting Closes: Open until filled

Starting Pay: $25.16 hourly

Senior Support Desk Technician starting compensation may be negotiable based on education, knowledge, and experience.

General Description:

The Senior Support Desk Technician provides expert technical support for users of desktop computers, laptops, tablets, smartphones, and other mobile devices. This role encompasses the analysis, design, implementation, and maintenance of computer hardware, software, applications, and peripheral devices. Additionally, the technician acts as the escalation point for Support Desk Technicians, ensuring efficient resolution of complex issues.

Minimum Qualifications:

• Bachelor's degree in business administration, computer science, mathematics or related field, AND
• One (1) year of responsible experience in computer support
• A comparable amount of education and experience may be substituted for the minimum requirements.
• Must possess and maintain a valid Florida driver's license

Essential Functions:

• Provides help desk support by troubleshooting and resolving problems or questions regarding end-user computer systems, applications, and network connections.
• Provides high level technical research for end-user hardware and software, network connectivity, and applications.
• Assists with research, evaluation, and recommendation of specialized third-party application solutions for users.
• Provides support for mentoring of the Support Desk Technicians.
• Serves as a liaison to user agencies as analyst and advisor for current and future end-user needs.
• Manages liaison contact with other work units.
• Performs research, evaluation, and recommendation of specialized third-party application solutions.
• Organizes and manages multiple computer projects to ensure efficient resource allocation and implementation.
• Contacts vendors to report and resolve issues.
• May develop scripts or utilize software tools to automate tasks or gather information.
• Manages and monitors internal assets to ensure accurate inventory records.
• Monitors, maintains, and updates existing systems.
• Reviews and upgrades systems, determining capacity needs and growth requirements.
• Tests all implementations, updates, and upgrades of end-user hardware and software systems to ensure all functionality meets design requirements.
• Develops user documentation and provides ongoing operational support to end-user computer systems.
• Analyzes recurring desktop hardware and software user calls.
• Develops solutions to reduce or eliminate problems or questions.
• Automates frequently performed tasks where possible.
• Develops and implements training procedures and documentation.
• May be required to participate in the on-call rotation to resolve technical difficulties on a 24/7 basis.
• Attends work on a regular and consistent basis.
• Must adhere to Federal, State, County, and local ordinances.
• Performs other duties as assigned.

Status: Civilian

Blood and Viral Pathogen Risk: Minimal Risk

Environmental Conditions:

• General office setting with most duties being performed while sitting at a desk, table, or workstation. (Some field work may be required)
• Must be able to work under stressful conditions.
• Must be able to relocate to other county locations based upon operational needs.
• Must be able to remain available to work during an emergency/disaster/epidemic, as directed.

Skills and Abilities:

• Ability to read and comprehend manuals and instructions, layouts, memos, letters, procedures, safety instructions.
• Ability to perform general mathematical functions.
• Ability to learn new end-user computer technologies.
• Ability to research, evaluate, and recommend hardware and software solutions.
• Ability to communicate clearly and concisely.
• Ability to speak, read, and write English.
• Ability to research, evaluate, and recommend specialized third-party application solutions.
• Ability to attend work on a regular and consistent basis.
• Performing system analysis and troubleshooting problems.
• Ability to interact efficiently with others.
• Critical thinking.
• Time management and organization.
• Decision making and problem solving.

Required Knowledge:

• VSO General Orders and procedures.
• Modern office practices, procedures, and equipment.
• Business English, spelling, punctuation, and arithmetic.
• Computer technology including user-end hardware and software.
• Local and wide area (LAN/WAN) computer networks.
• Federal, State, County, and local laws and ordinances.

Physical Requirements:

• Manual dexterity.
• Ambulate independently.
• Sit and/or stand for extended periods of time.
• Utilize a computer/keyboard for extended periods of time.
• See at normal range or with reasonable accommodation.
• Hear at normal range or with reasonable accommodation.
• Occasionally bend, squat, reach, grasp.
• Occasionally lift up to twenty-five pounds (25 lbs.).

Equal Employment Opportunity Employer M/F/D/V