Salary: $63,719.00 AnnuallyLocation : Naples, FLJob Type: Full TimeJob Number: 50001Division: Management Information SystemsDepartment: Systems SupportOpening Date: 09/04/2024Closing Date: ContinuousPOSITION OVERVIEWProvide technical support by phone to internal staff, external customers, and external agency support personnel in the day-to-day use of the Clerk's computer systems and applications. Build, configure, deploy, and repair agency personal computing devices. Provide senior level support for hardware and software. Essential Job Functions:The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
- Provide telephone and in-person technology support to all internal and external agency and public with an emphasis on superior customer service including minimizing down-time and emphasize training opportunities to encourage growth and self-sufficiency.
- Provide advanced technical support and mentorship to other Help Desk team members.
- Diagnose advanced technology problems, identify solutions, and resolve the issues in accordance with establish timelines and procedures.
- Track support requests and problems using the IT approved application to facilitate the prompt resolution of issues, build and maintain a comprehensive knowledge base of solutions, and provide audit trails for all activities.
- Document and maintain current procedures of all IT operations related to the purchase, storage, installation, maintenance, and retirement of client technology systems.
- Identify potential security issues or gaps, mitigate those that are within existing guidelines, and report all issues to management for further review and resolution.
- Install, configure, and implement a variety of client-based hardware and software to meet established goals and assignments.
- Maintain technology equipment to minimize service interruptions and costs.
- Participate in the removal, and surplus of equipment in accordance with agency guidelines.
- Monitor client system performance, adjust to maximize efficiencies, and report trends to management.
- Test and evaluate new computer hardware and software as directed and make recommendations to management.
- Coordinate work with outside vendors as directed to facilitate the ongoing maintenance and support of computer systems.
- Assist with the preparation of equipment specifications and requirements for project planning.
- Perform the receiving, storage, distribution and decommission of computer equipment and supplies.
- Assist management and other IT personnel as needed to ensure the smooth operation of the department.
- Other duties as assigned.
- The Collier Clerk values the team building benefits of regular in-person onsite collaboration.
Job Requirements:Education and Experience:
- Associates degree from an accredited college or university in a technology related field or related field and four years of experience in the technology-based support role. Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job may be substituted for the education and experience requirement.
- Certification or experience with: A+, Network+, MCSA, Office 365, VPN, PowerShell, Windows installation, network troubleshooting, ticket management and time management preferred.
Knowledge, Abilities and Skills:
- Ability to diagnose and identify a wide variety of client computing issues and implement established or standardized solutions in a timely manner.
- Solid interpersonal skills with an ability to communicate in a clear, concise manner.
- Ability to install and configure new client technologies.
- Ability to apply cognitive and analysis skills to problems.
- Ability to establish and maintain effective working relationships.
- Ability to work as a member of a team.
- Ability to participate in productive knowledge transfer with customers, other staff, and management.
- Ability to perform assigned research and report findings to management in a clear, professional manner.
Performance Aptitudes:Data Utilization: Requires the ability to evaluate, audit, deduce, and/or assess data using established criteria. Includes exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.Human Interaction: Requires the ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.Additional Information:A Public record includes information that is recorded and stored by a government agency, which a member of the public has a right to access and review. Records can be in tangible forms, such as paper, photographs, and maps, or stored on electronic media, such as CDs, DVDs, and computer databases. On occasion, your picture may be taken and used in agency publications, or your records may be requested for review. All government records are public unless you are, or the record is exempt by Florida Statute Chapter 119.0713.ADA Compliance:Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but may involve some lifting, carrying, pushing and/or pulling of objects and materials of up to 40 lbs. Tasks may involve extended periods at a keyboard or workstation. Tasks might also include operating a vehicle when necessary.Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.To learn more about the benefits offered by the Clerk of Courts, please visit our website by following this link:Benefits (collierclerk.com)