This position is responsible for end-user problem resolutions, troubleshooting of technology equipment, and the maintenance and repair of computers and peripherals within the Jacksonville Sheriff's Office. Support includes, but is not limited to, developing specifications, installations, and testing of computer systems and peripherals within established standards and guidelines. Job tasks often require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. This position utilizes one-on-one communications with both internal and external end users. The position responsibilities require the ability to conduct independent analyses, to communicate effectively verbally and in writing, the ability to problem solve, and a motivation toward continuous improvement and professional development. This position involves a high volume of physical inventory control and data entry/changes to include tangible assets.

After training, applicants must be able to perform the following work tasks (not inclusive of all job functions):

• Install, assemble, and configure computers, laptops, monitors, and peripherals such as printers, scanners, cameras, and related hardware;
• Communicates with customers to determine requirements and recommend appropriate solutions;
• Install and upgrade standard desktop applications, publishing products, photo and web-based software, and any in-house developed software as requested;
• Diagnose, troubleshoot, repair and/or report any problems with computer system hardware, software, e-mail, networks, and peripheral equipment;
• Implement solutions to prevent recurring problems;
• Recommend or Draft technical specifications for proposals, documentation, training materials, and any other related materials;
• Conduct preventative maintenance on personal computers, laptops, peripherals, and any other hardware or related systems;
• Create and maintain standard software images for all JSO computer systems;
• Recommend changes to procedure and policies to reduce recurring issues;
• Correctly and accurately update the status of all unit equipment in an inventory control/work order system in accordance with agency directives and City requirements.
• Correctly and accurately update work orders to include specific details on identified problems and actions taken;
• Implement and maintain network security on desktop/laptop computers and any other related hardware/software product;
• Work with vendor support contacts to resolve technical problems with computing equipment and software;
• Train users on standard and/or customized software which may include (but not limited to) word processing, spreadsheets, e-mail, file transfers, file extractions, and databases;
• Configure, install, and maintain operating systems on computer systems or other devices;
• Pull cables and rewire (or direct) cables as required for new installations or office reconfigurations.
• Must be able to conduct research and effectively collaborate with outside entities and agencies regarding current best practices in computer hardware and peripherals maintenance;
• Physical demands include sitting/standing for extended periods of time, bending, and occasionally lifting objects weighing up to 25 pounds;
• Must maintain existing knowledge and skills through continuing education;
• Must have a personal standard of high attention to detail in all work tasks;
• Must work well as part of a team and/or as an individual depending on the task at hand;
• Must be flexible with changing, and often unexpected, work demands to meet the operational needs of the agency;
• Must exhibit a commitment to continuous improvement to eliminate waste, improve the work experience for all employees, and perfect our ability to add value to our services for our customers.

• Certifications in CompTIA A+ or CompTIA Network +preferred;
• Experience working in an enterprise environment with secondary authentication setup and troubleshooting.
• Must have meticulous attention to detail to ensure that the status of all unit equipment is correctly and accurately up to date in the inventory control/work order system in accordance with agency directives and City requirements.
• Advanced knowledge of Microsoft products to include Microsoft, Windows 10, Office 2013, Office 2016, and Office 365;
• Be able to demonstrate proficiency with Active Directory tasks to include (but not limited to) creating/deleting/modifying accounts and adding/removing user accounts;
• Verifiable experience in Domain Name System (DNS);
• Must be able to prioritize work activities and tasks in a high service volume workplace based on severity;
• Must be able to demonstrate the ability to utilize root cause analysis problem solving skills and/or models to reduce/minimize/eliminate repetitive technical problems while working alone or in team settings.
• Verifiable experience working with Dell or Panasonic products;
• Verifiable experience in working with cellular devices (i.e. telephones and other devices) and related applications such as mobile device management products and encryption programs.
• Six months to one year of verifiable experience troubleshooting and working with multimedia systems which includes (but is not limited to) display monitors, projectors, audio systems (speakers, microphones, polycoms), and any other related equipment.
• Assign or modify folder security rights;
• Basic knowledge of application deployment methods (i.e. Web Application vs. Client/Server);
• Familiarity with network hardware device basic functions;
• Familiarity with basic server functions;
• Works independently and take leadership role when required.

• Two years of verifiable experience troubleshooting all types of computer hardware, peripherals, and related software products.
• Two years of verifiable customer service experience, which included direct interaction with customers by telephone, email, and in-person in an environment with a high volume of service requests.
• Two years of experience with print servers and imaging.
• One or more years of Inventory tracking and systems.
• One or more years of Active Directory Experience.
• Must be available to work during limited emergency declarations.