Service Desk Technician I

General DescriptionAs a Service Desk Technician reporting to the Infrastructure and Communications Manager, you'll play a pivotal role in providing technical support to end users, assisting with computer systems hardware, software, and related technologies. You'll serve as a technical consultant, offering guidance on technology selection and usage to various stakeholders. Essential Job FunctionsESSENTIAL JOB FUNCTIONSProvide timely and accurate technical guidance and consultation to end users, including recommendations for business process improvements through technology utilization. Install, configure, and maintain computers, printers, scanners, laptops, tablets, software, audio/visual equipment, and other technology platforms.

Respond to Service Desk phone calls and emails, entering service tickets into the work management system, and performing troubleshooting and maintenance on computer hardware, software, and associated equipment. Offer technical hardware and software support and consultation to end users and colleagues, utilizing tools such as active directory, ITSM ticketing solution, O365, and screen sharing software. Utilize the work management system to deploy software packages and updates throughout the organization, as well as deploy computer images for various operating systems and platforms. Provide recommendations on technology product selection, procurement, and implementation, and conduct testing and evaluations of various technologies.

Manage user accounts in various systems ensuring data security and confidentiality. Deliver exceptional customer service to all stakeholders and escalate problems when necessary to experienced technicians. Provide audio-visual support and operate cameras during City meetings or events. Provide assistance and training to computer users experiencing difficulties and conduct user training on computer systems and software applications. Develops help sheets and knowledge base articles for end usersProvide on-call support as required in emergency situations, including evenings and weekends. (These essential job functions are not to be construed as a complete statement of all duties performed.

Employees will be required to perform other related duties as assigned, including City-directed work assignments in the event of a declared emergency. )Knowledge/Skills/AbilitiesProficiency in researching, diagnosing, and resolving technical problems. Knowledge of various computer systems and their applications and operations. Ability to translate technical terminology into understandable language for users. Capability to maintain information security and confidentiality. Skill in interpreting system specifications and preparing documentation. Ability to work independently and collaboratively in a team environment, prioritizing tasks and providing exceptional customer serviceExcellent customer service skills, both verbal and written, with the ability to communicate technical information effectively.

Excellent problem-solving and troubleshooting skillsStrong organizational skills and mature judgment in decision-making. Proficiency in Microsoft Windows and Office applications, including Word, Excel, PowerPoint, and OneDrive. Education, Experience, Licenses and CertificationsEducation And ExperienceAssociate's degree from an accredited college or university, or a combination of post-secondary technical education. Two (2) years of direct experience in a relevant information technology position. (A comparable amount of relevant training, education and/or experience may be substituted for the above qualifications. )Licenses And CertificationsEmergency Response ResponsibilityEvery City employee has emergency response responsibilities, though not every position will require routine assignments during an emergency event.

All employees are subject to recall around the clock for emergency response operations, which may require irregular work hours, work at locations other than the normal work location, and may include duties other than those specified in the employee's official job description. Assignments in support of emergency operations may be extensive in nature, with little advance notice, and may require employees to relocate to emergency sites with physically and operationally challenging conditions. Vets Preference StatementThe City of North Port, FL is an Affirmative Action/ADA/Veterans’ Preference and Equal Opportunity Employer.

Women, Minorities, and Persons with Disabilities are Encouraged to Apply. All benefits are effective the 1st of the month following 30 days. Aetna – Health InsuranceThe City offers eligible employees the choice of 2 Open Access In Network plans and 1 Open Access PPO Plan. Premiums and co-pays are dependent upon your plan choice. Cigna Dental– Dental InsuranceThe City's dental plan is a PPO plan providing eligible employees with in network or out of network options. You are entitled to two (2) preventive care treatments per calendar year (6 months apart). There is a $1,500 lifetime maximum for Orthodontia (children up to age 19).

Premiums will depend on which tier you choose. EyeMed Vision Care – Vision InsuranceThe City's vision plan allows eligible employees to stay in network or go out of network. Your co-pays will vary depending on the network you use. You are entitled to an exam, frames and lenses once every 12 months. Cigna Life - Life, Voluntary Life, Dependent Life InsuranceThe City offers eligible employees a basic term life insurance benefit equal to their annual salary up to a $75,000 maximum at no charge. You can purchase additional voluntary life insurance for yourself and your dependents.

Cigna – Short Term DisabilityThe City provides short term disability coverage to all eligible employees at no cost to the employee. This coverage is used in the event of an accident or illness outside of work. The plan pays 66. 67% of your weekly salary up to a maximum of $1,000. Benefits begin on the 31st day of your disability. The City offers a buy-up to the Short Term Disability Benefit with a 7 day wait period.

E-Flex – Flexible Spending AccountA flexible spending account helps you pay out-of-pocket medical, dental, eye care, daycare and other expenses, with tax deferred money deducted from your paycheck each payroll. The maximum annual election is $2,500. 00. Over-the-counter medications must be accompanied by a doctor's prescription although other medical supplies will still be eligible for reimbursement. This is a voluntary benefit. Trustmark– Supplemental PolicesTrustmark Insurance Company offers voluntary supplemental Critical Illness/Cancer, Accident and Universal Life policies which are paid for by the employee. LifeLock Benefit SolutionsProtect your personal information and defend against attacks with 24/7, proactive identity theft protection from LifeLock.

This is an employee paid voluntary program. ICMA-RC - Deferred Compensation PlansThe City offers eligible employees the opportunity to enroll in a deferred retirement plan. The money that is deducted from your paycheck each payroll is put into this account and is tax deferred at the end of the year. One-on-one meetings with each company are held quarterly so employees can speak with the representative confidentially on preparing for their retirement. This is a voluntary program. Florida Retirement System – FRSEligible employees are enrolled in the Florida Retirement System with an 8 year vesting period.

Employees contribute 3% of their gross earnings per payroll which is subject to change with the IRS. Cigna – Employee Assistance ProgramThe City offers this program to all employees. This is a confidential counseling program for employees and their families. The City pays for 3 visits and if you choose to continue, you would use the specialist co-pay on your insurance plan. Counseling can include stress, alcoholism, family problems, marriage difficulties, financial trouble, depression, work/life and more. VPI - Veterinary Pet InsuranceThe City offers Pet Insurance as a voluntary benefit. This benefit is not payroll deducted.

Florida Prepaid College BoardEmployees are eligible to enroll in college savings programs as well as 529 plans. Educational Assistance ProgramEmployees are eligible for job-related or degree required educational assistance reimbursement up to $2,500 per fiscal year (subject to the availability of funds). Paid HolidaysThe City observes 13 paid holidays per year. Sick Leave and Annual LeaveFull time employees accrue eight (8) hours per month starting on the first day of employment. Accruals and usage will appear on your pay stub each payroll. Full time employees accrue annual leave (vacation) bi-weekly, based on years of service.

Sick Leave IncentiveEmployees receive an incentive of up to four (4) days per calendar year for every 250 hours remaining in their sick leave bank. Sick leave incentive days cannot be carried over to the next year. Personal LeaveEmployees are eligible for a maximum of two (2) personal leave days per calendar year when they have accrued 96 or sick more hours. This leave is approved by the department director through the department leave approval process. Bereavement LeaveEmployees are entitled to five (5) days of bereavement leave in the event of the death of an immediate family member.

Employees should check the personnel policy or union contracts, whichever is applicable, for the definition of an "immediate family member".