About the position
The Help Desk Technician position at the City of Venice, Florida, is a full-time role that provides essential technical support and customer assistance to end users. The technician serves as the first point of contact for incoming customer requests and incidents, delivering both remote and in-person support. This role is critical in ensuring that city services are maintained, especially during civil emergencies, where employees may be activated as essential personnel. The technician is responsible for responding to support tickets in a timely and accurate manner, documenting issues and outcomes thoroughly, and troubleshooting endpoint devices and peripheral equipment to resolve technical issues. Complex problems are escalated to appropriate team members when necessary. In addition to technical support, the Help Desk Technician will provide basic user training and administer periodic cybersecurity awareness training for city staff. The role includes managing user accounts and endpoint devices, which involves application installation, configuration, and inventory management. The technician must be adept at managing and prioritizing multiple tasks, incidents, and requests from both end users and the technical team. Furthermore, the technician will develop and run reports, queries, and data extracts for equipment inventory and the ticketing system, ensuring that they stay current with advancements in computer and operating systems, networks, and technology. The position requires a commitment to the timely and accurate completion of work assignments, reporting directly to the Information Technology Manager. The technician must possess strong customer service skills, be proficient in various software applications, and have the ability to communicate effectively with colleagues and customers. The role demands a proactive approach to problem-solving and the ability to work independently while maintaining regular attendance.
Responsibilities
- Provide technical assistance and support to end users via remote and in-person methods.
- Respond to support tickets from inception to resolution, ensuring thorough documentation of issues and outcomes.
- Troubleshoot endpoint devices and peripheral equipment to evaluate and resolve technical issues, escalating complex problems as necessary.
- Conduct basic user training and administer periodic cybersecurity awareness training for city staff.
- Manage user accounts and endpoint devices, including application installation, configuration, and inventory management.
- Develop and run reports, queries, and data extracts for equipment inventory and ticketing systems.
- Stay current with computer and operating systems, networks, and technical advances.
- Complete work assignments in a timely and accurate manner.
Requirements
- Bachelor's degree in Computer Science or a closely related field with one year of IT experience; or an Associate's degree with three years of IT experience; or a high school diploma with five years of IT experience.
- Knowledge of the Windows operating system, networking, and Internet basics.
- Proficient in the use of computer and mobile devices.
- Experience with application software and understanding business processes.
- Excellent customer service and interpersonal skills.
- Strong written, verbal, and presentation skills.
- Ability to troubleshoot and resolve software, hardware, and network problems.
- Valid Florida driver's license free of serious violations.
Nice-to-haves
- Experience with Microsoft Office Suite, Adobe products, and web content management systems.
- Ability to learn specific computer applications used by various City departments.
Benefits
- Competitive salary range of $56,395.37 - $82,335.53 per year.
- Opportunities for professional development and training.
- Support for veterans and their family members in hiring.
