Polk County Board of County Commissioners
Service Desk Operator Tier I
Polk County Board of County Commissioners, Bartow, Florida, United States, 33830
Job Description
INFORMATION TECHNOLOGY DIVISION
SERVICE DESK OPERATOR TIER I - (POSITION AVAILABLE SEPTEMBER 29, 2025)
PG 14 - Non-Exempt
$23.03hr./$47,902.40 annually
Employee Benefits Direct Deposit, Bi-Weekly Pay Checks Medical, Dental, Vision Life Insurance FRS Retirement 10 Paid Holidays Paid Time Off Tuition Reimbursement Education Incentives Deferred Compensation Plan Wellness Incentives Employee Assistance Program (EAP) Free Employee Gym Free Employee Health Clinic Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below:
MAJOR FUNCTION:
Provides front-line technical support to end-users by responding to service requests, troubleshooting basic IT issues, and delivering effective solutions related to applications, hardware, and software. Serves as the initial point of contact for the Information Technology Division, ensuring accurate documentation, communication, and escalation of service issues as needed.
ILLUSTRATIVE DUTIES:
Technical Support
Responds to and logs all incoming service requests into the IT tracking system. Troubleshoots and resolves user-reported issues involving software, hardware, and supported applications. Escalates unresolved technical problems to Tier II or other appropriate IT personnel. Provides remote assistance and phone-based support to ensure timely issue resolution. Assists users with functionality and usage of IT-supported applications and systems. User Interaction and Communication
Communicates effectively with end-users, vendors, and management to resolve IT concerns. Maintains consistent and clear communication with users throughout the resolution process. Builds and maintains positive relationships with users to support a service-oriented environment. Provides users with updates regarding service request delays and status. System and Inventory Maintenance
Tracks hardware, software, and site licensing inventories to ensure accurate records. Maintains logs and generates reports related to call accounting, mobile device usage, work tickets, and system analytics. Verifies incoming equipment and materials against purchase orders and invoices. Handles all aspects of cellular phone services, including account setup, troubleshooting, and vendor coordination. Access and Security
Issues employee access badges based on appointments or walk-in requests, verifying authorization. Process Support and Training
Participates in identifying and recommending improved methods for service delivery. Develops and updates training manuals and documentation for end-user systems and procedures. Contacts users to collect necessary information for processing production requests. Additional Responsibilities
Performs other related tasks to support the IT Division as needed. KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of:
IT concepts including computer hardware, software, networks, and office automation systems. Customer service principles related to technical support. Service desk processes and procedures. Skills in:
Effective communication with users, IT staff, and vendors in both verbal and written formats. Basic troubleshooting of PC hardware, software, and applications. Creating and maintaining documentation, logs, and technical reports. Using analytical thinking to diagnose and resolve technical issues. Ability to:
Resolve routine IT issues independently using sound judgment and logic. Learn and support new systems, tools, and procedures quickly. Maintain accurate and organized records of technical equipment and service calls. Work collaboratively in a team environment and independently with minimal supervision. Train users on basic systems and technologies. Lift up to 45 pounds and complete physical tasks requiring hand-eye coordination and focus. Manage multiple priorities while maintaining attention to detail and quality.
MINIMUM QUALIFICATIONS:
Graduate from an accredited high school or possess an acceptable equivalency diploma. Minimum of two (2) years' experience in Help Desk / Service Desk end-user support, resolving technical hardware and software problems.
Must have and continue to maintain a valid CompTIA A+ Certification.
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.
An equivalent combination of education, training, or experience that is directly related to the duties of this position may be substituted for the stated minimum qualifications, except for required licenses or certifications.
SPECIAL PREFERENCES:
The preferred applicant will have experience with any of the following: Five9s Phone systems, Microsoft Office 365, Microsoft Intune, Simple Help, Kace or similar ITSM Tool, Entra ID, Oracle Fusion, Microsoft Teams Phone, SharePoint, Power Automate.
SPECIAL REQUIREMENTS:
Must have a home telephone or cell phone within thirty (30) days of employment in this classification as employee is subject to call out.
All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.
INFORMATION TECHNOLOGY DIVISION
SERVICE DESK OPERATOR TIER I - (POSITION AVAILABLE SEPTEMBER 29, 2025)
PG 14 - Non-Exempt
$23.03hr./$47,902.40 annually
Employee Benefits Direct Deposit, Bi-Weekly Pay Checks Medical, Dental, Vision Life Insurance FRS Retirement 10 Paid Holidays Paid Time Off Tuition Reimbursement Education Incentives Deferred Compensation Plan Wellness Incentives Employee Assistance Program (EAP) Free Employee Gym Free Employee Health Clinic Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below:
MAJOR FUNCTION:
Provides front-line technical support to end-users by responding to service requests, troubleshooting basic IT issues, and delivering effective solutions related to applications, hardware, and software. Serves as the initial point of contact for the Information Technology Division, ensuring accurate documentation, communication, and escalation of service issues as needed.
ILLUSTRATIVE DUTIES:
Technical Support
Responds to and logs all incoming service requests into the IT tracking system. Troubleshoots and resolves user-reported issues involving software, hardware, and supported applications. Escalates unresolved technical problems to Tier II or other appropriate IT personnel. Provides remote assistance and phone-based support to ensure timely issue resolution. Assists users with functionality and usage of IT-supported applications and systems. User Interaction and Communication
Communicates effectively with end-users, vendors, and management to resolve IT concerns. Maintains consistent and clear communication with users throughout the resolution process. Builds and maintains positive relationships with users to support a service-oriented environment. Provides users with updates regarding service request delays and status. System and Inventory Maintenance
Tracks hardware, software, and site licensing inventories to ensure accurate records. Maintains logs and generates reports related to call accounting, mobile device usage, work tickets, and system analytics. Verifies incoming equipment and materials against purchase orders and invoices. Handles all aspects of cellular phone services, including account setup, troubleshooting, and vendor coordination. Access and Security
Issues employee access badges based on appointments or walk-in requests, verifying authorization. Process Support and Training
Participates in identifying and recommending improved methods for service delivery. Develops and updates training manuals and documentation for end-user systems and procedures. Contacts users to collect necessary information for processing production requests. Additional Responsibilities
Performs other related tasks to support the IT Division as needed. KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of:
IT concepts including computer hardware, software, networks, and office automation systems. Customer service principles related to technical support. Service desk processes and procedures. Skills in:
Effective communication with users, IT staff, and vendors in both verbal and written formats. Basic troubleshooting of PC hardware, software, and applications. Creating and maintaining documentation, logs, and technical reports. Using analytical thinking to diagnose and resolve technical issues. Ability to:
Resolve routine IT issues independently using sound judgment and logic. Learn and support new systems, tools, and procedures quickly. Maintain accurate and organized records of technical equipment and service calls. Work collaboratively in a team environment and independently with minimal supervision. Train users on basic systems and technologies. Lift up to 45 pounds and complete physical tasks requiring hand-eye coordination and focus. Manage multiple priorities while maintaining attention to detail and quality.
MINIMUM QUALIFICATIONS:
Graduate from an accredited high school or possess an acceptable equivalency diploma. Minimum of two (2) years' experience in Help Desk / Service Desk end-user support, resolving technical hardware and software problems.
Must have and continue to maintain a valid CompTIA A+ Certification.
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.
An equivalent combination of education, training, or experience that is directly related to the duties of this position may be substituted for the stated minimum qualifications, except for required licenses or certifications.
SPECIAL PREFERENCES:
The preferred applicant will have experience with any of the following: Five9s Phone systems, Microsoft Office 365, Microsoft Intune, Simple Help, Kace or similar ITSM Tool, Entra ID, Oracle Fusion, Microsoft Teams Phone, SharePoint, Power Automate.
SPECIAL REQUIREMENTS:
Must have a home telephone or cell phone within thirty (30) days of employment in this classification as employee is subject to call out.
All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.