Duties and Responsibilities
Help Desk:
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Prioritize, monitor and document incidents and requests.
• Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Record events and problems and their resolution in logs, route Helpdesk tickets as appropriate and coordinate escalation of service requests.
• Perform hardware and software troubleshooting with Supervisor’s approval, assign to 3rd party resolver in accordance with Vendor’s agreements.
• Run reports to determine malfunctions that continue to occur. Run diagnostic programs to resolve problems.
• Coordinate onsite remediation when necessary. Provide accurate information on IT products or services
• Perform user account management.
• Utilize remote view and remote-control capabilities to assist in incident resolution.
• Perform the administrative activities associated with maintaining Windows 8/10 PC’s and 2008/2012/2016 server.
• Knowledge of Active Directory, VOIP phone systems.
Field Support:
• Use hardware and software tools to isolate, troubleshoot and repair data communications and computer system problems.
• Installs, customize and test network communications for staff/agency systems.
• Maintains accurate IT Asset Inventory.
• Assists with monitoring network equipment uptime, system configuration and performance.
• Assists with coordinating system changes with appropriate support staff to ensure uninterrupted computer services to internal and external stakeholders.
• Perform data sanitization on hard drives as part of the disposal process.
Administration:
• Provide technical leadership, training and assistance to agency staff.
• Oversee and coordinate system implementations, upgrades, and enhancements.
• Supervise system security including:
o Active Directory user account move/add/changes
o Network access and permission changes
Additional Duties:
• Performs additional duties and responsibilities as assigned by supervisor.
• Communicates any problems/concerns of the programs to Supervisor in a timely manner.
• Develop and maintain the business continuity plan for information systems and implement measures designed to safeguard the technology and management needs in the event of major incidents or disasters.
• Effectively communicate workload prioritization and progress to supervisor.
• Completes all required trainings as per regulatory guidelines, funding, licensing and other trainings as requested by supervisor.
• Comply with all policies, procedures and requirements necessary to perform the functions of this position.
Physical Demands:
• Ability to lift a minimum of 50 lbs.
• Ability to travel to all centers and meeting/training locations between Dade, & Broward counties.
Educational & Experiential Requirements:
• Associate's Degree in Information Technology or related field.
• Minimum 5 years of experience in installing, troubleshooting, and/or maintaining software and hardware installations, upgrades, and related activities.
• Basic Technical Certification (A+, networking, MCP, etc.)
• Knowledge of supporting Office 365
• Knowledge of current principles and practices of computer systems technology
