MIS Technician I

Provide support and administration for the RingCentral system, including managing user accounts, system configurations, and troubleshooting telephony-related issues.

Assist with hardware setup and system integrations to ensure seamless telephony operations.

Serve as a liaison with customers and service providers to resolve issues and coordinate system updates or transitions.

Maintain documentation, track service requests, and ensure accurate reporting of system performance and usage.

Conduct user onboarding, training, and ongoing support to promote effective use of the RingCentral platform.

Provide Windows PC services such as installation, configuration, imaging, troubleshooting, software installation, and user support services as required.

Provide peripheral software and hardware support as required to include printers, monitors, docking stations, and other miscellaneous devices.

Installs, configures, tests, maintains, monitors and troubleshoots end-user workstation equipment.

The Tech I will be required to participate in various projects and project work.

Use of maintenance ticketing and tracking system to track and close issues submitted by users. Maintains accurate reports of malfunctions; provides referrals to the Helpdesk Manager when problems are beyond the abilities of the Tech I.

Must be able to perform physical installation tasks such as mounting equipment, installing cable, connectors, and be able to use hand tools, specialized industry tools, and small power tools.

The Tech I often communicates technical subject matter with non-technical users and therefore must communicate clearly in understandable terms. It’s critical that these verbal communications are respectful, helpful, and encourage clear user understanding.

The Tech I is required to communicate complex material through email, reports, and other written platforms. These communications must be clear, concise, and unambiguous.

Carries a County cellular phone and responds to calls for assistance and outages.

Performs other duties as assigned.

A High School Diploma or GED equivalent is required.

Associate Degree or its equivalent and 2-3 years field experience. Any equivalent combination of education, experience and training may be considered.

Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a closely related field are preferred.

Valid Florida driver’s license with clean driving record.

Any combination of education and experience may be substituted, so long as it provides the desired skills, knowledge and abilities to perform the essential functions of the job.

A and Network certifications are (preferred).

Military experience in the relevant field a plus.

Excellent communication and interpersonal skills with co-workers, partner agency members, and non-technical personnel.

Problems Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and makes decisions based on research experience and within the scope of their responsibility; follows chain of command; develops alternative solutions; able and willing to comply with all rules, policies, regulations and procedures whether in agreement or not.

Technical Skills – Possess a high level of skill with computers, ability to learn programs quickly; pursues training and development opportunities; strives to continuously build knowledge and skills; shares experiences with others; condense large amounts of information into readable, sensible typed remarks and recollection of numerous acronyms and codes essential to various situations.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; seeks to completely understand the problem and its impacts before attempting to solve. Solicits customer feedback to improve service; responds to requests for service and assistance quickly and follows-up with the person who reported problem; meets commitments; ability to exercise strong public relations abilities in the face of adverse conditions. Is able to establish, build and maintain effective working relationships.

Attitude – Must have positive outlook; be driven and motivated; energetic and operates from a can-do attitude.

Communications Oral/Written – Speaks clearly and persuasively in positive or negative situations; ability to speak English clearly and possess an excellent vocabulary; possess good listening comprehension skills; responds well to questions; demonstrates group presentation skills; participates in meetings; possess the ability to consistently think clearly; act quickly; and calmly in a wide variety of situations; writes clearly and informatively; edits work for spelling and grammar; ability to understand and follow complex oral and written instructions; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information; ability to perform several tasks simultaneously.

Teamwork – Balances team and individual responsibilities; troubleshoot own strengths and weaknesses; exhibits objectivity and openness to different views; gives/welcomes feedback; contributes to build a positive team spirit; puts success of team above own interests; able to build morale/group commitments to goals; supports everyone’s efforts to succeed.

Quality Management – Looks for ways to improve quality; demonstrates accuracy and thoroughness.

Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values.

Judgment – Exercise good judgment and makes sound decisions; determines appropriate action beyond guidelines; able to explain reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Planning/Organization – Prioritizes and pre-plans work activities; organizes resources and time for most efficient production; sets goals and objectives; develops realistic action plans. Without prompting, arrives to appointments prepared with notes, action items completed and homework accomplished.

Professionalism/Ethics – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; keeps commitments; inspires the trust of others; works ethically and with integrity. Maintains high standards for professionalism even in the absence of reciprocal behavior.

Quantity/Quality – Meets productivity standards; completes work in a timely manner; strives to increase productivity; works efficiently and looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness. Applies feedback to improve performance; Monitors own work to ensure quality.

Safety and Security – Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Adaptability – Adapts to work environment changes; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality – Regular and consistent attendance is a condition of employment; ensures work responsibilities are covered when absent; maintains predictable attendance; arrives at meetings and appointments on time. Willingness to adjust work hours to accommodate meetings and trainings as needed.

Dependability – Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

Initiative – Undertakes self-development activities; seeks increased responsibilities; takes independent actions; looks for and takes advantage of opportunities; Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals; asks for and offers help when needed; pursues training that would enhance productivity.

Language Skills – Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

On-call availability after hours/overtime availability is required.

Employees may be required to perform duties, including the employee’s normal work function or other emergency support functions as deemed necessary by the County, as assigned before, during and after hazardous weather or state of local emergency.

While requirements may be representative of minimum levels of knowledge, skills and abilities to perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

This job description in no way implies that these are the only duties to be performed. Employees occupying the position will be required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor.

Work hours are Monday – Friday, 8:00am – 4:30pm, however, some after-hours work will be required depending on project load, or outage level.

Work is typically done in office space, in electronic equipment rooms with multiple fans and noisy equipment operating.

Ability to sit at a computer terminal and read from a monitor for an extended period of time.

The employee must reach with hands and arms.

The employee must talk and hear. There are specific vision abilities required by this job that include close vision, distance vision, color vision, peripheral vision and ability to adjust focus.

Speak clearly and concisely in English.

The employee must observe a computer display screen under low lighting conditions.

The employee must be free from physical impairments that with or without reasonable accommodation would interrupt continuous performance.

Work in a confined environment under high stress.

Must be willing to carry a cell phone for work related business.

Work duties may require overnight out-of-town or out-of-state travel to include training.

Availability to be "on call" twenty-four hours, seven days a week as schedule requires. After-hours phone support or on-site support may be required depending upon the urgency or severity of the situation.

Lifting, carrying, pushing, pulling and holding objects weighing up to 50 pounds with or without assistance.

Dexterity of hands, wrists and fingers to operate standard office equipment, test equipment, hand tools, small power tools, controlling and handling various types of cabling, computer keyboard and mouse.

Sitting, standing, kneeling, bending, reaching for extended periods of time.

Climbing and use of ladders required occasionally. Work will require ladder climbing, working in recessed flooring, working above ceiling tiles, working with energized circuits, and carrying and using test equipment.

Senses used on a constant basis are hearing and adequate vision to see cables, colors, connection, diagnostic messages, evaluate equipment operation, read e-mail, drawings and spreadsheet software.

Exposures may include electricity, radio frequency energy, noise, smells, machinery, and seasonal temperature extremes. Field work, site work, outside work, working in heat and cold environments during requisite weather months will be required.

Must be able to drive a vehicle.

Proof of eligibility to work in the United States of America.

Must be able to successfully satisfy a thorough personal history and criminal history background check.

Must be able to pass hearing, vision, and drug screening.