IT Service Desk Technician

General Description of Duties

Provides a variety of computer and network connectivity support to assist Manatee County Sheriff's Office users with agency supported technology, including hardware, software, and user network account profiles, passwords, and login needs. Installs, troubleshoots, configures deployment of computer systems. Responds to Service Desk inquiries, troubleshoots, and determines source or solution; advises with appropriate action. Manages technology-related tracking and transactions including: wireless air cards, security key fobs, and warranty part replacement orders.

Knowledge Skills And Abilities

• Ability to accurately enter and/or retrieve information from various computer systems and/or programs in a timely manner.
• Ability to be a self-starter, while working well in a strong team environment.
• Ability to maintain accurate records, logs, or other documentation as required by the position.
• Ability to communicate effectively verbally and in writing.
• Ability to prioritize work.
• Extensive technical knowledge of the functions, activities, requirements, objectives of the Service Desk program and functional area.
• Extensive knowledge of computer hardware/software characteristics and features.
• Extensive knowledge of agency standards for information technology.
• Working knowledge of computer technical publications and reference material.
• Knowledge of computers, peripherals and up-to-date information technology in order to determine the cause of operating errors and what is needed to repair or fix the errors.
• Skill in the use of computers and various other equipment used to perform daily functions of position.
• Skill in communicating technical information to non-technical users.

PHYSICAL ABILITIES

• Raising objects in an upward movement, or moving objects from position to position at the same level. The weight of the object being lifted or moved is described as medium (21 to 50 pounds). The vertical lifting requirement ranges between 12 and 36 inches.

Tasks and Policies

• Responsible for providing technical expertise in subject matter to a level of maintaining optimal efficiency within the agency at all times; remains current in subject matter through training and other methods of professional development.
• Effectively communicates thoughts, ideas and information to colleagues, vendors and civilians as well as actively listens to others. Effectively communicates with appropriate technical support personnel, vendors, other agency IT personnel and others to solve technical problems and maintains optimum operational status of equipment.
• Communicates thoughts, ideas and information on new products by delivering both written and oral presentations. Professionally communicates through written correspondence by using clear, concise, legible verbiage using grammar and spell check if required.
• Researches, generates and presents either orally, in wiring, or both, accurate and detailed proposals for new/upgraded equipment rationalizing the need in terms of cost and improved effectiveness. Researches and recommends new technologies to improve information efficiency and operational effectiveness consistent with agency mission, strategic plan and goals.
• Responsible for documenting changes made to environment (software/hardware) through the use of SOPs, video clips, instructional emails, etc.
• Responsible for creating project plans and business cases when rolling out or implementing new projects.
• Responsible for documenting any changes made to software or hardware through adoption of system and/or change management techniques.
• Successfully completes all assignments to specifications, within specified timeframe and budget as directed and in accordance with agency policies and regulations.
• Performs other related duties as assigned.

POLICY

• Arrives on time for work, limits breaks and lunches to the allotted time, and leaves on time. Uses leave in accordance with General Order. Communicates and cooperates with management in providing proper notice of leave; patterns and amounts of leave usage (not including legitimate, properly scheduled and approved leave and protected leave).
• Volume of work accomplished is consistent with position requirements and produced within quality tolerance standards.
• Works with other team members to achieve group goals by contributing ideas in group settings, accepting ideas contributed by others, operating within team rules, participating in team meetings, working with team members to improve job knowledge and skills, putting team goals over personal goals, and supporting team leaders once decisions are made.
• Follows standard office procedures, safety policies and procedures and agency General Orders.
• Provides high quality products and services to customers of all types; both those outside the organization and those within the organization.
• Responds to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with agency policies.

Minimum Qualifications

• Associate's Degree in related field required.
• High school diploma or equivalent (GED) and 2 years' experience in field of technology accepted in lieu of Associate's Degree
• 1 year experience in a field of technology required.
• Valid Florida driver license required.
• Must pass MCSO 8-hour Driver Improvement Course.
• Must attain ITIL Foundations, and HDI Support Center Analyst certifications within one year probationary period
• CompTIA certification, ITIL experience and Networking experience preferred.

Equal Opportunity Employer

The Manatee County Sheriff’s Office is committed to a policy of equal employment opportunity for applicants and employees that fosters, maintains and promotes equal employment opportunity for all without regard to race, color, religion, national origin, citizenship, sex, political affiliation, veteran’s status, age, genetic information, sexual orientation, gender identity, to include transgender status, disability or status in any other group protected by federal, state, or local law.

Benefits

• Excellent State Retirement
• Uniforms for Specific Civilian Personnel
• 12 Holidays Per Year (includes employee's birthday)
• Excellent Vacation Plan - Start accruing two weeks of vacation time earned by the end of your first year
• Sick Leave - 12 days per year, accrued by pay period
• Life Insurance - Equals annual base salary
• Health Insurance (optional)
• Dental (optional)
• Take-Home Vehicle for Specific Civilian Personnel
• Career Service - After one year of satisfactory continuous service
• Deferred Compensation Plan (optional)
• Direct Payroll Deposit (any banking institution)
• Disability Insurance (long-term disability)
• College Tuition Reimbursement Program
• Extensive Wellness Program- Click here

01

Are you at least 18 years of age?

• Yes
• No

02

Are you a citizen of the United States or a lawful, permanent resident, granted refugee or asylee status and authorized to work in the United States?

• Yes
• No

03

Do you possess a valid driver's license?

• Yes
• No

04

Which best describes your highest level of education?

• No High School Diploma or Equivalency
• High School Diploma/GED
• Some college
• Associate's Degree
• Bachelor's Degree
• Master's Degree

05

How many years of experience do you have working in a field of technology?

• None
• 1-2 years
• 3-5 years
• 6+ years

06

In which of the following areas do you have experience?

• ITIL
• Networking
• Other

07

Have you ever sold, delivered or manufactured a controlled substance?

• Yes
• No

08

In the last twelve (12) months, have you used marijuana, or its derivative?

• Yes
• No

09

In the last three (3) years, have you illegally used any Schedule I through Schedule V, excluding marijuana, (Schedules I through V, as defined in the Controlled Substances Action, 21 U.S.C., Section 812, include but are not limited to, cocaine, crack. lysergic acid diethylamide (LSD), amphetamines, methamphetamines, heroin, MDMA, GHB and anabolic steroids)?

• Yes
• No

10

Have you ever illegally used a controlled substance, including marijuana or its derivative, while employed as a law enforcement or corrections officer, while working in a prosecutorial position, or while employed in a position of public safety? (Exception: Any use of marijuana or its derivative while working in the capacity of an undercover operative for the purpose of the investigation)

• Yes
• No

11

Have you ever illegally used any of the following controlled substance in your lifetime? (Please check all that apply. If none, check the last box, "Not applicable".)

• Amphetamines such as Uppers/Speed
• Barbiturates such as Downers
• Benzodiazephines such as Valium/Darvon
• Cocaine/Crack
• LSD such as Acid/Microdots
• Marijuana or its derivatives
• Methaqualone such as Quaaludes
• Opiates such as Opium/Heroin/Oxycodone
• Phencyclidine such as PCP/Angel Dust
• Any other drug not previously listed
• Not applicable

12

If you answered "Yes", please provide the information listed below or type "N/A" if not applicable. * Drug, how taken, circumstances, number of times illegally obtained/used/supplied/sold. * Date of first time illegally obtained/used/supplied/sold. * Last time illegally obtained/used/sold.

13

Have you ever pled guilty or no contest to, had adjudication withheld, or been convicted of a misdemeanor involving false statements, perjury or domestic violence?

• Yes
• No

14

Have you ever pled guilty or no contest to, had adjudication withheld, or been convicted of a felony offense?

• Yes
• No

15

Have you been convicted of a DUI in the last 60 months (5 years)?

• Yes
• No

16

Have you been convicted of a DUI more than once in your lifetime?

• Yes
• No

17

Have you engaged in sexual abuse or been convicted, or civilly or administratively adjudicated, of engaging or attempting to engage in sexual activity in the community facilitated by force, overt or implied threats of force, or coercion by a victim who did not consent or was unable to consent or refuse?

• Yes
• No

18

Have you engaged in sexual abuse in a prison, jail, lockup, community confinement facility, juvenile facility, or other institution (as defined in 42 U.S.C. 1997).

• Yes
• No

19

"IT SERVICE DESK TECHNICIAN JOB DESCRIPTION": Upon review of the job description, are you able to perform the essential functions of the job?

• Yes
• No

20

If you answered "No" to the previous question above, please indicate any reasonable accommodation(s) that will assist you in performing the essential functions of the position.

21

Do you have a tattoo in a visible location on the neck, face, scalp, or hands? (Click here to review the Appearance and Grooming Policy)

• Yes
• No

22

In order to conduct a thorough background investigation, you will be required to provide the website(s) and user name(s) for all social media accounts. In addition, you will be required to "friend" our background investigators on Facebook, if applicable. Do you confirm that on this application you have provided the requested information and will provide them access to your personal accounts?

• Yes
• No
• I do not have any social media accounts, personal websites, or blogs.

23

Have you registered with Selective Service? (NOTE: Registration is required by all males prior to their 26th birthday. If you are a male age 18-25 and have not yet registered, you must do so here. Females are not required to register at this time and should select 'N/A'.

• Yes
• No
• Exempt
• N/A
• Required Question