Under general direction, the purpose of the position is to perform technical and analytical work in performing installation, troubleshooting, repairing and preventive maintenance on all Osceola County IT and Telephony systems and equipment via remote support tools. Employee is expected to have advanced knowledge and experience of Microsoft operating systems, telecommunication equipment, and various personal computer hardware. The employee is expected to mentor less-experienced Service Desk Technicians.
The Service Desk Technician II acts as the gateway to IT Services. They interact with our clients via phone, email and in person. They are responsible for ensuring the timely resolution of incidents reported by the clients. They must document, track, monitor and communicate incident status in accordance with IT Policies and Procedures. Through adherence to application and system documentation they fulfill service requests from clients. They work with and support several key IT systems including Active Directory, MS Exchange, System Center Configuration Manager, and other MS System Center Components. They also lead, facilitate and/or participate in IT related projects as assigned.

• Determine the root cause of issues and communicate appropriately to internal and external customers.
• Develop and maintain installation, operations, and configuration procedures.
• Perform daily system monitoring, verifying the integrity and availability of all hardware and software.
• Apply operating system updates, patches, and configuration changes.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
• Provide technical support after normal work hours when necessary.
• Responsible for documenting the configuration of systems.
• Maintains accurate inventory, asset information and various other asset records in accordance with department policy and procedures.
• Develop and maintain workflow automations

• Advise management on situations that may require additional client support or escalation.
• Consistently provide excellent customer service.
• Communicates to the customer the status of requests and incidents for technical assistance as well as establishes a service level expectation with them.
• Follow all relevant standards and procedures.
• Thoroughly document incident descriptions, activities and resolutions.
• Effectively prioritize and manage multiple incidents and requests as assigned.
• Responsible for providing adequate training of the end-users to ensure optimal system performance, resulting in superior customer satisfaction.

• Develop and mature Service Desk processes to ensure free flowing escalation and information within the organization.
• Design and implement highly-available hardware and software systems across multiple operating systems.

• Guides less-experienced Service Desk Technicians in locating the necessary tools and process to identify troublesome trends as they develop.
• Assists in developing strategic plans and identifies key success factors, setting priorities, and allocating resources to achieve unit, division, and County goals.

• Lead, facilitate and/or participate in IT related projects as directed.

• Performs duties as assigned and necessary which are related or logical in assignment to the position.

Required Education:

• High School diploma or equivalent.

• Two (2) or more years of progressively knowledgeable, responsible, and skilled experience in a Service Desk or Field Services environment, including the following areas:
  • Proven ability to provide support via phone, web chat, remote access, and in-person.
  • Knowledgeable, responsible, and skilled experience in telecommunications systems.

• Microsoft System Center Configuration Manager
• ITIL v3 Foundations
• MCSA certification

• Advanced knowledge of basic networking operations and procedures.
• Ability to write technical documentation.
• Ability to read and write basic Windows scripting.
• Skill in research using the internet, knowledge bases, and manuals.
• Skill in learning and implementing new technology.
• Ability to read, analyze, update, and maintain various software/hardware applications.
• Ability to operate basic office equipment.
• Advanced knowledge of the body of available and current information resources applicable to the department’s functions for technical research purposes and for special projects as may be assigned.
• Ability to organize work, establish priorities, meet established deadlines, and follow up on assignments with minimum direction.
• Ability to establish and maintain effective working relationships with employees, division and department heads, public/private sector contacts, and County Administration.
• Ability to clearly communicate information both verbally and in writing.
• Advanced knowledge of the methods, tools, and techniques applied to diverse IT Support in complex multi-platform networked environments.
• Skill in reading and interpreting technical and trade journals, industry-specific periodicals, product/manufacturer specifications, and related technical information and data.
• Ability to analyze, implement, maintain, and repair new technological software and programs; ability to evaluate, diagnose and develop solutions to potential and real operational and system deficiencies to ensure continued and non-disrupted service to system users.
• Ability to utilize personal computers, standard office equipment, and standard software applications, e.g., word processors, database software, and spreadsheet applications.

• 50 pounds maximum lifting.
• Frequent (up to 2/3 of the work time) lifting, carrying up to 25 lbs.
• If less lifting is involved will require significant walking/standing.
• If mostly sitting is involved will require push/pull on arm or leg controls.
• Expressing or exchanging ideas by spoken word or perceiving sound by ear.
• Good eyesight for production or safety of self and others.
• Physical agility is required in kneeling, bending, stooping, and reaching.
• Required to have clear vision at distances of 20 inches or less.