IT Service Desk Specialist

JOB DESCRIPTION

IT Service Desk Specialist

General Description: Service Desk Specialists provide professional front-line technical support and assistance to customers, both by telephone and in person. The primary role is to ensure end-user satisfaction and ability to properly utilize the technological resources they have been issued.

The specialists respond to incoming requests for IT assistance, troubleshoot hardware and software issues, and perform some software installation and upgrades. Position currently reports to the IT Director.

Duties described are representative, illustrative, and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Essential Job Functions:

• Provide consistent and quality IT support to internal customers.


• Diagnose and resolve computer issues.


• Evaluate and improve the performance of end-user IT hardware and software.


• Ability to adjust and set priorities to meet deadlines.


• Ability to install and train end users in new or updated technologies at a basic level.


• Ability to create technical training documentation as required.


• Provide in-person or remote technical support.


• Ability to deploy hardware and software to end-user workstations.


• Ability to analyze and evaluate OS updates and drivers.


• Answer all calls to the Service Desk phone line in a timely manner.


• Assign works orders to the corresponding technicians through the Clerk’s Office Service Desk software.


• Assist in hardware evaluations and purchases.


• Coordinate with System Administrators on maintaining assigned Service Desk servers.


• Manage mobile device check in and check out requests.


• Maintain and dispose surplus IT equipment.


• Manage the Service Desk email account(s) and respond to emails in a timely manner.

Required Knowledge, Abilities, and Skills:

• Ability to establish good working relationships.


• Ability to engage team members and communicate openly to improve solutions timeframes and transparency.


• Excellent interpersonal and customer service skills.


• Problem-solving and critical-thinking skills.


• Excellent written and verbal communication skills.


• Ability to quickly diagnose and resolve technical issues.


• Exceptional teamwork and leadership skills to help other technical support workers.


• Ability to learn new technologies and implement them.


• Ability to learn and apply rules and procedures pertaining to the Clerk's functions and responsibilities in the assigned department(s).


• Ability to learn and comply with State Statutes, County Policy, and Clerk's Office Rules and Regulations.


• Good knowledge and command of business English, spelling, arithmetic, computer skills, and office practices and procedures.


• Ability to work in a fast paced, automated environment with many interruptions.


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Education and Experience:

High School diploma or equivalent a necessity. Technical certification and/or college coursework in computer science, information systems, or a closely related field a definite plus.  A willingness to pursue CompTIA A+ certification, Microsoft Certified Professional (MCP) or equivalent required.

Comparable training, education, or experience may be substituted for the above minimum qualifications.

Licenses, Certifications, Registrations:

Must possess and maintain a valid Florida driver’s license with an acceptable driving record.

Essential Physical Demands:

• Acceptable eyesight (with or without correction)


• Acceptable hearing (with or without correction)


• Ability to communicate with others to exchange information.


• Prolonged periods in a stationary position, often at a desk and working on a computer.


• Repetitive motions that may include the use wrists, hands, and/or fingers.


• Ability to move about to accomplish tasks or to move from one worksite to another.


• Ability to access, input, and retrieve information from a computer.


• Ability to adjust, move or lift objects up to 40 pounds in all directions.


• Type at a minimum rate of 35 words per minute.

Reasonable accommodations will be made for otherwise qualified individuals with a disability.

Environmental Conditions:

Work is performed in an office environment. Some travel to off-site locations may be required.

Position Type:           Regular Full-Time                   FLSA Classification:       Non-Exempt

Pay Grade Range:     170-200*                                 Revised:                            10/1/2024

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General Application Information 

The Office of the Marion County Clerk of Court and Comptroller (“Clerk’s Office”) is firmly committed to ensuring equal employment opportunities and, pursuant to state and federal law, does not discriminate on the basis of race, color, religion, national origin, sex, gender, age, disability/handicap, pregnancy, marital status, citizenship, or genetic information. If you need assistance completing an Application for this position, please do not hesitate to advise us.

We appreciate your interest in seeking employment with the Clerk's Office. A clear understanding of your background and work experience will aid us in placing you in the position that best meets your qualifications. When completing an Application, please answer all of the questions fully and accurately. A résumé may be uploaded as a supplement to the Application; however, it will not be accepted as a substitute for responding to any question. If a question does not apply to you, indicate so by entering N/A in that field.

Your Application will be considered active for a period of sixty (60) days from the date received. Due to the large number of applicants for the various position vacancies, we will only be able to notify you if you are being considered for employment and additional processing. Kindly refrain from contacting the Clerk’s Office regarding the status of your Application.

Veterans' Preference
Section 295.07(1), Florida Statutes, provides for Veterans' Preference in employment appointment and retention, if qualified under one of the categories listed in the Application and not exempt under Section 295.07(5), Florida Statutes. If you seek Veterans' Preference, please check the appropriate box the Application. Documentation substantiating your claim must be uploaded at the time that you submit your Application.