IT Help Desk Supervisor

This class is responsible for daily oversight and direction of the IT Helpdesk team.   Plans, coordinates, and assigns tasks to team of IT Helpdesk.  This class works according to general guidelines and requires considerable judgment and self-initiative.The tasks listed below are those that represent the majority of time spent working in this position. Management may assign additional tasks related to the type of work of the position as necessary.

• Manages Information Technology help desk by ensuring service levels are maintained, creating and managing escalation procedures for problems, receiving requests for service related to personal computer hardware, software, printer and telephone issues, resolving problems when possible, troubleshooting possible solutions, referring to computer and software manuals when necessary, assisting users by correcting problems or answering inquiries, maintaining help desk database, generating help desk reports and assigning work orders to appropriate person.
• Assists IT Management with establishing team and staff objectives. 
• Ensures proper training and evaluation of Helpdesk personnel. 
• Resolves personnel concerns, escalates to Management when appropriate.
• Coordinates leave and approves time records of assigned staff.
• Assigns and distributes daily tasks and objectives to team members.
• Responds to questions from end-users.
• Troubleshoots and resolves computer issues in person, via telephone/email, or remote.
• Manage, and Service cell phones and other data devices.
• Provide comprehensive IT equipment support for desktop and laptop computer hardware, software, and peripherals.
• Maintain desktop and laptop images for deployment by the Help Desk personnel. 
• Answer user inquiries regarding computing and cellular device operation to resolve problems; escalate problems to a higher level for resolution as needed.
• Set up, relocate, and maintain cellular and computing devices for employee use performing and ensuring proper installation of cables, operating systems and/or appropriate software.
• Install and perform minor repairs to hardware, software or peripheral equipment following design or installation specifications.
• Maintain records of daily data communications transactions, problems and remedial actions taken or installation activities.
• Provide support to outside vendors regarding hardware and software matters.
• Maintain and Audit software usage. 
• Provide assistance to Unit peers in support of daily operations and work environment growth.
• Maintains and insures accurate inventory and surplus counts for the Information Technology Division.
• Works in conjunction with the Field Services supervisor. 
• Applies all policies regarding copyright, state, federal and local applicable laws and license maintenance.
• Regular, dependable and punctual attendance is an essential function of this job.

Requires high school diploma or equivalent and 5 years of experience as an IT Support Technician or closely related position. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience. 
All applicants must have no less than two (2) years of work experience. 
Must have verifiable past experience as a team lead or in a supervisory role. 
Position requires a valid Florida Driver's License which must be maintained for duration of employment.

Successful completion of a criminal background investigation including polygraph, reference/employment/neighborhood checks. submit to screening for illegal drug use prior to assuming position and will be subject to return to duty, post-accident and/or random and reasonable suspicion drug tests while employed with BCSO. This position requires successful completion of the Sheriff's Office pre-employment medical certification.

During an emergency, the Sheriff will determine who is considered an emergency responder and whose work is necessary to maintain the operation of law enforcement and correctional facilities. This determination is subject to change based on staffing and the operational needs of the agency.

The Brevard County Sheriff's Office is an Equal Opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender identity, and sexual orientation, national origin, age (over 40), disability or genetic information in employment practices. We encourage veterans, service members and their spouses and family members to apply for employment with this agency, qualified applicants will receive preference and priority in hiring decisions.   ADA requires the Sheriff's Office to provide reasonable accommodations to qualified individuals with disabilities. Job applicants and current employees are invited to discuss ADA accommodations.

A take-home company vehicle is provided.

Work is primarily performed in an office environment but may also include confined workspace and outdoor locations. 
Expected work hours are flexible, may be subjected to weekend and after hours work as needed to meet operational needs.

Salary : $29 - $33