Senior Support Technician

Minimum Qualifications

Graduation from high school or equivalent and three years technical experience in troubleshooting computer hardware and software problems and/or help desk operations; or any equivalent combination of training and experience. Applicants within six months of meeting the education/experience requirement may be considered for trainee status.Successful completion of all applicable background checks pre-hire and ongoing are required.Position Summary

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The purpose of this classification ? is to provide technical support and customer assistance relating to the day-to-day operations of the County's Help Desk by providing efficient and effective customer support for all county computer, network and telecommunication related problems and work order requests.
Work is performed under the direction of a higher level supervisor and is reviewed through conferences, reports and observation of results obtained.Examples of Duties

ESSENTIAL JOB FUNCTIONS

This is an emergency essential classification. Upon declaration of a disaster and/or emergency, all employees in this classification are required to work.
 
Exudes a positive customer service focus.
 

Advocates building organizational culture through aligning decisions with core values including: integrity, honesty, respect, diversity, innovation, accountability and communication. Provides ITS assistance and technical support. Receives and responds to calls, e-mails, and other communication methods from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem's resolution; and explains system procedures, limitations and/or sequences. Logs, classifies, and maintains accurate records of requested support work; schedules support work with system users; updates status to reflect problem resolution/completion; and maintains records of the frequency, types, and resolutions of problems for future reference via work order application software. 
 
Delivers, installs, sets up, configures and maintains personal computers, printers, and other hardware and peripheral equipment. Diagnoses, troubleshoots and repairs problems. Installs and configures upgrades. Provides user training.
 
Makes changes to user accounts in networking and e-mail systems as assigned.
 
Supports assigned software and network applications such as PC based applications or Division-specific programs; assists users.
 
Assists in evaluating computer system and network service requests from departments.
 
Coordinates with vendors to resolve problems.
 
Routes hardware and software problems to ITS Divisions as appropriate
 
Operates a personal computer, telephones, copiers and other general office equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software. Utilizes hand tools in the installation, maintenance and repair of systems equipment.

Assists the Applications, Network, Telecom, and Security teams in resolving user requests and support queries and problems.

Acts as "point of contact" with user departments to handle user queries, requests, and problems to support various computer and telephone systems.

Performs the duties listed, as well as those assigned, with professionalism and a sense of urgency.


NOTE: These examples are intended only as illustrations of the various kinds of work performed in positions allocated to this class. 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.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of computer and telephone terminology.

Knowledge of computers and relevant software.

Skill in troubleshooting computer, network and telephone systems.

Skill in communicating technical information to non-technical users.

Skill in systematic problem solving.

Ability to keep records and prepare reports.

Ability to communicate effectively, both orally and in writing.

Ability to maintain security and confidentiality.

Ability to work effectively with co-workers and the general public.

Ability to train others.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk; talk or hear, and use hands to finger, handle or feel.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

An organization is only as good as the people it employs. To attract and retain the best team possible, the Alachua County Board of County Commissioners offers a competitive benefit program. We believe that if we expect our employees to support the County, we must first support the health and financial well-being of our employees and their families, now and as they plan for their future.BoCC-Contributed Benefits

• Medical/Health Insurance  
• Employee Life Insurance  
• Florida Retirement System  
• Employee Assistance Program

Optional Benefits

• Dental Insurance  
• Vision Insurance
• Supplemental & Dependent Life Insurance
• Deferred Retirement Program
• Flexible Spending Accounts
• Roth IRA
• Tuition Assistance Program
• Computer Purchase Program

NOTE: For detailed information regarding available benefits click here.

You may also view Frequently Asked Questions (FAQs) regarding benefits. 

• FLORIDA RETIREMENT SYSTEM (FRS) The Florida Retirement System is a retirement plan designed to provide an income to a vested employee and his/her family when the employee retires, becomes partially or totally disabled, or dies prior to retirement.  A defined benefit or defined contribution option may be chosen by the employee.
• TUITION ASSISTANCE PROGRAM Permanent, full-time employees are eligible for educational assistance funds. Contact the Human Resources Office for program details.
• HOLIDAYS Holidays are as follows: 

1. New Years Day  
2. Martin Luther King Day  
3. Memorial Day  
4. Juneteenth
5. Independence Day  
6. Labor Day  
7. Veterans' Day  
8. Thanksgiving Day  
9. Friday following Thanksgiving  
10. Christmas Eve (IAFF*)  
11. Christmas Day  
12. Additional Christmas Holiday (All non-IAFF employees)  
13. 2 Floating Holidays  (All non- IAFF employees)

*IAFF – International Association of FirefightersPay periods are every two weeks, Monday through Sunday. Payday is Friday. International Association of Firefighters follow the General Contract 7k regarding holidays.

Vacation Leave – Generous vacation accrual rates with payout of unused accrued leave, with some restrictions. For more detailed information regarding vacation leave refer to Employee Policy Manual, Section 7-2.

Sick leave is earned at a rate of 4 hours per pay period by all permanent, full-time employees*. At the end of each fiscal year, eligible employees can convert up to 10 days of accrued sick leave to vacation leave on a 2:1 basis. For more detailed information regarding sick leave refer to Employee Policy Manual, Section 7-3 *Accruals slightly different for IAFF employee.

$21.02 Hourly