IT Technician II - INOSC (Integrated Network Operations and Security Center)

This position provides technical support for all end user computing and communications equipment and software. Performs first level technical Service Desk support for Pasco County production operations and infrastructure monitoring. Additionally performs responsible clerical work in support of the department., Accepts incoming Service Desk calls by telephone, email and a self-service web portal, enters all the information into a ticketing system, and correctly categorizes and assigns tickets for further action. Performs first level telephone support for production hardware, network and application incidents. Maintains current inventory and asset management record using a service desk tool, database and/or spreadsheets. Serves as a point of contact with vendors for repair or replacement of hardware equipment. Utilizes several monitoring tools for proactive incident response and troubleshooting, collaboration with IT support teams, and running diagnostic tests to resolve network and application issues. Screens visitors and secures details of specialized information. Issues information regarding the service or operation of the unit. Receives and signs for shipments. Performs related work as required., EMERGENCY RESPONSE/RECOVERY ACTIVITIES: All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

Do you have a valid Driver’s License license?, Do you have experience in Email customer support?, Do you have a High school diploma or GED?, * Excellent communication and customer service skills required to answer telephone and respond in email to customer incidents.

• Knowledge of personal computer and software applications, especially IT Service Desk tools, Microsoft Windows 10 and Office 365 products.
• Ability to perform basic troubleshooting and properly document incidents for further escalation and resolution.
• Must be detail oriented and exercise self-discipline to properly follow standard Service Desk procedures and practices.
• Knowledge of business English, spelling, and punctuation.
• Knowledge of office methods, procedures and basic inventory functions.
• Ability to follow oral and written instructions.

Minimum Requirements

PHYSICAL SKILLS: Ability to communicate effectively using verbal, written and visual communication.

EDUCATION, TRAINING AND EXPERIENCE: Graduation from an accredited college or university with an Associate degree in Computer Science or related field OR possession of a High School Diploma or equivalent with two (2) years’ experience in the installation, configuring and troubleshooting of personal computers and networks.

Preferred Experience:

Experience writing user documentation, VOIP telephone systems, email and cellular Push to Talk technologies, smartphones and email integration, Android and IOS operating systems, wireless hotspots (MiFi) Microsoft Windows Server Active Directory, Microsoft SCCM, IP and subnets with VPN tunneling, firewalls, and internet security and TCP/IP troubleshooting. Experience with Microsoft Active Directory administration.

For In-house applicants: This position qualifies for DAP.

LICENSES, CERTIFICATIONS OR REGISTRATIONS: Must possess a valid Florida driver’s license. Comptia A+ certification or equivalent technical certificate preferred; required if applicant does not have an Associate degree.

ADA STATEMENT: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

Pulled from the full job description

• Tuition reimbursement
• Retirement plan
• Paid time off
• Paid holidays, * Florida Retirement System (FRS) retirement plan
• PTO (Paid Time Off)
• Paid holidays
• Group insurance
• Tuition reimbursement
• Deferred compensation
• Medical leave pool
• Annual medical leave buy-back
• Mid-management/Professional grade, and management personnel may receive 40 hours of admin leave per calendar year.

Effective July 1, 2011, FRS members must contribute 3% of their salary as retirement contributions, on a pre-tax basis (the salary is reduced by the amount of the employee contribution before determining the federal income tax deduction). The employer will automatically deduct the employee contributions.