SERVICE DESK ANALYST Tier II Support (Information Technology)

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1 Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated. The job description herein provides for the range of duties to be performed for this position. It is not intended to reflect all duties that are required within this position. MAJOR FUNCTION Responsible for resolving or dispatching technical support calls to the IT Service Desk that cannot be resolved by the IT Tier I support staff (Service Desk Operators). Functions in cooperation with IT Service Desk, PC Support and Network staff to provide quality end-user support for Information Technology (IT) applications, products, and services. ILLUSTRATIVE DUTIES Receive, log, and appropriately respond to all service calls requesting IT technical support/services in the absence of or that cannot be resolved by Tier I support staff, answering any technical questions that staff may have. Oversees Tier I support staff, assisting management to ensure that hold times for calls in queue are within target thresholds, and acts as the technical point of contact when calls need to be escalated. Effectively and efficiently remotely troubleshoot complex technical issues and have the ability to explain issues in a non-technical manner to end users. Maintain a high degree of professionalism and deal effectively with end users that may be under stress due to non-functioning technical equipment or application errors. Appropriately prioritize incoming work requests and manage high call volumes effectively. Gather information, perform research, use independent judgment, and escalate complex technical problems to appropriate IT staff and/or management. Effectively access, read and interpret network monitoring software, acting as a first level support for network outage resolution, and notifying IT management when staff dispatch is needed.

2 ILLUSTRATIVE DUTIES (continued) As directed, and using approved SOP s and methods, perform routine audits of BoCC employee computers, identifying any violation of County policies. This will include, but not limited to, insuring software licensing compliance, appropriate internet usage, and identification of personal usage. Ensure customer satisfaction through telephone assistance and remote tools. Escalate to management when appropriate service level agreements for IT support are not met. Makes recommendations to management on improvement of procedures and provides a general quality control function. Display exceptional customer service skills to maintain a high level of customer service, maintaining good working relationships with end-users. Completes work tickets and requests for service within established time frames. Demonstrate remote technical troubleshooting and configuration skills in BoCC 3 rd -party or in-house applications and PC hardware and software. (See special preferences below) Remotely troubleshoot and install network printer drivers and configure printing options to support the BoCC printer infrastructure. Diagnoses and performs first-level troubleshooting of telephony requests and outages, including configuration of new extensions, voic boxes, and security codes. Troubleshoot and triage break/fix emergency technical support requests in both the PC and network infrastructure, ensuring that technical staff are dispatched to the appropriate division/staff member. Acts as the IT lead in the onboarding and off-boarding of County employees, including configuring and confirming Outlook clients, shared network drives, Active Directory security groups, and desktop telephone/voic boxes. Coordinates any additional staff requests with the Telecommunications, Network, and Desktop sections to meet user requirements and deadlines.

3 ILLUSTRATIVE DUTIES (continued) Is a liaison between the Service Desk area and other areas within IT to escalate customer issues, high priority tickets and business critical outage information to the appropriate Teams, Management and the Network Analyst on-call where appropriate. Analyze and detect trends in customer service requests that may indicate a potential large scale outage and informs his / her Supervisor or Manager accordingly. Responsible for building/updating the Service Desk Knowledge Base, analyzing closed tickets and user requests to determine when new articles need to be written and as well as verifying their accuracy. Processes orders for computer, telecommunications, and network equipment and office supplies, coordinating orders with suppliers and vendors ensuring that all County and Florida State Contract purchasing procedures and purchase order statutes and requirements are met. Demonstrates an in-depth understanding of purchasing cards (P-Card) guidelines, and assists division Fiscal Coordinator to log and process Pcard orders as needed. KNOWLEDGE, ABILITIES AND SKILLS Must be able to communicate effectively and cooperatively with end-users, IT staff, management and vendor support personnel. Must be able to work independently and solve problems effectively and creatively. Must have knowledge of capabilities and standard operation procedures of various personal computer systems, peripheral equipment, hardware and networked software, and network systems. Must be able to remotely troubleshoot complex technical issues, gathering data from both the user and remote tools to diagnose and correct the problem. Knowledge of general customer service techniques. Knowledge of automated office practices and procedures.

4 KNOWLEDGE, ABILITIES AND SKILLS (continued) Knowledge of Polk County and Florida State purchasing procedures. Knowledge of complex and standard applications and teleprocessing networks. Ability to learn the standard Service Desk means, methods, and procedures. Ability to learn the use of the equipment and terminology used within this work unit. Ability to communicate orally and in writing. Ability to work independently and solve problems effectively and creatively. Ability to research, investigates, experiment, detect, inspect, verify, recognize, and troubleshoot recommend solutions. Ability to recognize incorrect information or work and take remedial actions independently. Ability to train others in the use of technical hardware and software used by the BoCC. Ability to use independent judgment and make analytical recommendations. Perform operating adjustments in production schedules as required, to establish and maintain an effective working relationship with employees, officials, and users. Ability to work as part of a team. Ability to see, talk, bend, stoop, stand, sit for long periods, ambulate independently, drive, make written notes, speak, communicate both orally and in writing. Ability to perform tasks that require eye and hand coordination and the ability to concentrate on detail and sequential work tasks. Ability to understand and follow oral and written instructions and write in a manner that can be understood. Ability to lift a maximum of forty five (45) pounds weight.

5 MINIMUM QUALIFICATIONS Graduate of an accredited two (2) year community college or technical/vocational school with major course work in Information Technology and have a minimum of two (2) years experience in the support of Windows PCs in an Active Directory domain environment. Must have networking experience and knowledge of a variety of personal computer hardware, software and operating systems to include some of those outlined in Special Preference below. Must have a valid driver's license and be able to secure a valid Florida driver's license at the time of employment within this classification. A comparable amount of related training and experience may be substituted for the minimum qualifications. SPECIAL REQUIREMENTS Must provide and utilize personal transportation in daily travel to remote sites to perform service calls. Must have a home telephone or cell phone within thirty (30) days of employment in this classification as employee is subject to call out. SPECIAL PREFERENCES The preferred applicant will have some related experience with County Government computer use and computer operations. Primary CompTIA A+/Network + Certification, personal computers, Windows 7, Microsoft Office 2010, Internet Explorer, Visio, client servers operating Microsoft Windows 2008 Server, Adobe, AutoCAD, Hansen, and Oracle. Secondary- Bomgar, Kace Kbox, Active Directory, NEC SV8100, SV8500, MA4000, and AVST CallXpress voic .

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