This position is the primary customer facing technical support person at the Help Desk. Employees in this position are responsible for resolving support requests in the assigned time where possible, or escalating such when necessary. Provides the Assistant Director of IT Services and Help Desk Supervisor with periodic status updates and statistical reports concerning open and closed calls for the period, and reports any outstanding calls in excess of the established time parameters.
Functions as the District’s Help Desk for end users to perform troubleshooting and resolution of computer equipment and desktop software problems as they occur.
Documents all reported system problems for the purpose of submitting statistical report. Uses existing Help Desk Software to record and report information such as time of first response, timing of escalations, time of final resolution, and time of problem follow up.
Determines problems that can be resolved immediately and personally or directs problems to the appropriate entities for resolution.
Coordinates with those to whom the problem has escalated to ensure expedience in addressing and resolving the problem.
Ensures daily distribution of summary reports to department staff that outlines problems currently unresolved.
Assists with software license agreements and monitors their distribution.
Monitors computer room environment to ensure servers are kept functional and reports all problems to supervisor.
Maintains security access as requested via User Registration Forms.
Maintains security forms and inventory of hardware and software and their related assets tracking.
Installs new hardware and software when necessary.
Coordinates printer troubleshooting.
Daily replaces tapes in weekly backup cycle.
Coordinates offsite storage and retrieval of backup tapes.
Performs various special projects as directed.
Emergency duty may be required of the incumbent that includes working in Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.
High School diploma or G.E.D. required. Associate’s degree with coursework emphasis in computer science, information systems, or closely related field preferred.
One (1) to three (3) years progressively responsible experience in supporting and troubleshooting applications as well as end user needs required.
A+ certification preferred.
Valid Florida Driver’s License required.
MCP, A+, Network+ training preferred.
Server (Computer Science)