Information Technology Specialist - Library Department

**Closed Date: April 3, 2024**

This class serves a lead role over the help desk as the technical expert to assist staff with technical support of desktop computer, applications, and related technology. Additionally, this position assists with the specification, installation, and testing of computer systems and peripherals within established standards and guidelines. The position requires interaction with application software and operating systems to diagnose and resolve unique, nonrecurring problems and utilizes one-on-one consultancy to Escambia County staff. The incumbent also assists in the maintenance and testing of network servers and associated equipment as needed.

EXAMPLES OF DUTIES

Serves in a lead role as the technical expert for the service desk

Delivers first and second level technical support to end-users in person, over the phone, and via e-mail by reviewing and documenting issues as well as offering resolutions.

Responds to helpdesk phone calls by assisting users and/or directing calls to technicians

Ensures that all phases of Help Desk support are properly monitored, logged, tracked, and resolved appropriately

Operates in the field and visits each department as needed to resolve end-user issues

Trains users in the use and functionality of applicable information resource systems, applications, software, and/or hardware

Maintains applicable information technology resources in assigned area of responsibility by troubleshooting, diagnosing, resolving, and reporting on problems

Documents and/or maps technical information for assigned programs, computers, and peripheral equipment, and/or related items

Participates in the creation and implementation of documents into the electronic document system

Schedules new installs of computer hardware, peripherals, and equipment needed

Schedules the relocation of computer hardware, peripherals, and equipment as needed

Installs and configures software as needed 

Services telecommunications equipment by installing, maintaining, and repairing equipment as needed 

Performs other duties as assigned

TYPICAL QUALIFICATIONS

Minimum Qualification Requirements:

Training and Experience: 

Associate Degree or 2-year technical certificate in a computer related field and 2 years of experience in PC support or helpdesk environment; or a combination of education and experience equivalent to these requirements. 

Licenses and Certifications:

Must possess a valid driver's license from state of residence

Must pass review by CJIS (Criminal Justice Information Services: which includes fingerprinting, state background check through FDLE (Florida Department of Law Enforcement), and a national background check through the FBI (Federal Bureau of Investigation)

Preferred Qualification Requirements:

CompTIA A , Network and/or Security certification

Knowledge of ITIL (Information Technology Infrastructure Library)

Knowledge, Skills, Abilities, and Other Characteristics (KSAOs):

Computer system or data network administration principles

Operational documentation techniques

Personal computer systems hardware

Operating systems and peripheral devices used in a network environment

Client and server environment principles

Customer service principles

Problem-solving

Utilizing applicable computer hardware, software, and/or peripheral equipment

Troubleshooting and repairing computer hardware, software, and peripheral problems

Providing end-user support

Using applicable tools and diagnostic equipment to troubleshooting and resolve information technology related problems

Communicating technical information to a non-technical audience

Configuring and monitoring workstations

Installing computer hardware, software, and peripherals

Interpersonal relations as applied to interaction with coworkers, supervisor, the general public, etc.

Conduct independent analysis

Follow directions      

Communicate verbally and in writing

Understand equipment specifications 

Effectively plan, schedule, and prioritize activities on multiple projects

SUPPLEMENTAL INFORMATION

County-wide Employee Responsibilities:

All Escambia County BCC employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Escambia County BCC's Employee Code of Ethics, gift, and conflict of interest policies.

All Escambia County BCC employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.

Emergency Management Responsibilities:

During emergency conditions, the incumbent of this position will automatically be considered an emergency service worker. This employee is subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situations and is expected to perform emergency service duties, as assigned.

Physical Requirements: 

Positions in this class typically require stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, seeing, dexterity, and repetitive motions. Heavy work: Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

Benefits/Compensation Package:

· Medical / Dental / Vision plans

· Prescription coverage

· Employee health clinic

· Employee fitness centers

· Employer-sponsored retirement plan or an investment plan

· Deferred Compensation Plan

· Flexible Spending Account(s)

· Employee Assistance Program

· Annual/Sick Leave or Paid Time Off (PTO)

· Group Life Insurance