Senior Service Desk Specialist

Overview The Lee County Clerk's Department of Innovation & Technology is an award winning team that is looking for YOU. This is your opportunity to join an organization that uses "cutting edge" technology to provide valuable services to the citizens of Lee County, and to immerse yourself in a culture that promotes respect for people, integrity, learning and initiative! 2019 CIO Award Winner in Recognition of outstanding achievements in the IT industry 2021 Pro Bono Superstar Partnership “Pearl Partner” Award 20 years of dedicated support to FLGISA (Florida Local Government Information Systems Association) Florida Clerks Best Practices Recognition of Excellence for Courts and Recording Why work for us? The Clerk's office encourages a positive work-life balance and offers a competitive benefits package including: Superior health care plans with low premiums Competitive retirement and pension plans - Florida Retirement System and 457 deferred compensation options Generous paid time off, paid holidays, birthday leave, and volunteer time Our Wellness Program gives employees incentives, tools, social support, and strategies to adopt and maintain a healthy lifestyle We are a qualifying employer for Public Service Loan Forgiveness Program Our office values a work-life balance. Enjoy your nights and weekends with friends and family! At the Clerk's Office you can: Work with a purpose Give back to the community Be part of a team Pursue career advancement opportunities Reach your professional and personal goals Position Function and Duties This is a senior position with responsibilities to provide service desk administrative support services for technology solutions in the enterprise. Duties include the application of proven analytical and problem-solving skills utilizing industry standards and methodologies to meet the needs of the customers. All functions are performed in accordance with the Agency’s strategy and the Innovation and Technology Department policies, procedures, and guidelines with minimal direction from management. Position Duties: Provide front line customer service and support on all applications, platforms and peripherals, troubleshooting to determine if they are data, configuration, hardware and/or software defect related issues and take appropriate actions to get them resolved. Respond to incoming requests for technical assistance via phone, email, instant message or in-person in a courteous and professional manner. Research questions using available information resources and advise customers on appropriate actions. Prioritize and schedule incidents; appropriately escalate issues to second level support technicians or the Service Desk Manager. Develop and manage the communication between the IT Department and all customers as events occur for local initiatives, projects, incidents, changes and problems. Contribute to the creation of incident management reports. Responsible for documentation as it relates to installation procedures, troubleshooting guidelines, test and implementation plans for new and existing applications, platforms and peripherals. Provide input to the Systems Team on User and Security Groups as necessary with regard to Active Directory Organization Unit structures and Group Policy Objects. Assist in the creation of packages and deploy desktop applications and upgrades as needed. Assist in the automation of 3rd party software patching. Assist with the creation and maintenance of PC software compliance, ensuring proper versioning of applications on Clerk’s PCs. Assist with software asset management processes, producing and providing reports as requested. Participate as a member of the Change Advisory Board in rotation with other team members. Perform as a back up to the Customer Interface Services Desktop team. Evaluate trending analysis of incidents to ensure problem areas are identified and solutions are devised. Record, track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Record all information related to incidents, changes and problems in call logging software, including vendor provided call logging software. Train and develop junior level co-workers. Participate on project teams as needed. Be available for off-hours work as needed. Perform other duties, tasks or assignments as assigned. Qualifications Education, Experience & Certification(s): Associate Degree in the field of Information Technology, Business Administration or Finance Services, or 2 years of IT industry experience. 4 years direct work experience in a technology customer service capacity. Industry certifications preferred. ITIL v4 certification preferred. Or any combination of education, training and work experience that demonstrates the ability to perform the duties of this position. Personal Attributes: Excellent interpersonal, written and oral communication skills. Excellent customer service orientation; results driven. Excellent ability to present ideas in business-friendly language. Excellent analytical and problem solving abilities. Keen attention to details. Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial. Experience at working both independently and in a team-oriented, collaborative environment is essential. Familiarity with the advanced principles of ITIL. Highly skilled with software tools and utilities including, but not limited to Microsoft ® Project, Visio, PowerPoint and Office. Excellent understanding of basic computer hardware, including but not limited to desktop, printers and scanners. Excellent ability to conduct research into information technology issues and products as required. Solid ability to be a positive and effective change agent. Strong ability to read communication styles of team members, contractors and vendors who come from a broad spectrum of disciplines and elicit cooperation towards a common goal. Solid ability to foster a work environment that promotes innovation and creative thinking. Supplemental Information Additional Requirements: Applicants must be authorized to work for ANY employer in the U.S. Our organization is unable to sponsor or take over sponsorship of an employment Visa. Office: May require extensive time sitting at computer. Work from Home: Majority of time is spent sitting at the computer. This position may require going to other agencies, departments, and/or offices on different floors and/or buildings throughout the day. This position may require fingerprinting to meet FDLE security standards. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Ability to use standard office equipment. This position may require bending and reaching. Ability to lift up to 30 pounds. Note: Vacancy postings may be closed at any time based on business needs. Applicants who have applied will be notified.