Senior Support Technician

  • Alachua County Board of County Commissioners
  • Gainesville, FL, United States
Full Time Engineering Information Technology Program/Project Management Software Development Telecommunications

Job Description


Salary: $17.45 - $27.05 Hourly
$36,297.87 - $56,261.50 Annually

Graduation from high school or equivalent and three years experience in one of the following areas: digital computer systems, computer networks, data communications equipment, business telephone systems, microcomputers, help desk operations, computer operations or any equivalent combination of training and experience.
 Position Summary: This is technical work relating to the day-to-day operations of the County's Help Desk by providing efficient and effective customer support for all county computer, network and telecommunication related problems and work order requests. An employee assigned to this classification may supervise the work of subordinate staff. Work is performed under the direction of a higher level supervisor and is reviewed through conferences, reports and observation of results obtained.

Examples of Duties:

ESSENTIAL JOB FUNCTIONS Operates all equipment components of a mainframe computer system including console, cathode ray tube (CRT), terminal printer, tape and disk drives. Logs and classifies support calls. Assists the technical services and network services areas in resolving user requests and support queries and problems. Acts as "point of contact" with user departments to handle user queries, requests, and problems to support various computer and telephone systems. Assists in evaluating computer system and network service requests from departments. Coordinates with vendor to resolve problems. May perform routine computer operations, i.e. mounting/dismounting tapes, loading paper in printers, etc. Keeps records of labor and materials. Designates/assign hardware and software problems to IS staff as appropriate Troubleshoot technical problems, provide diagnoses and provide solution to end user Troubleshoot software issues, provide diagnoses and provide solution to end user May input data and systems queries using a video terminal. Analyzes system malfunctions to determine problem areas and implements appropriate corrective action. Performs other duties as assigned. NOTE: These examples are intended only as illustrations of the various kinds of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

KNOWLEDGE, SKILLS AND ABILITIES Knowledge of current principles, practices and procedures of modern data processing. Knowledge of the operation, adjustment and care of standard mainframe and microcomputer equipment. Knowledge of computer and telephone terminology. Knowledge of computers and relevant software. Skill in troubleshooting computer, network and telephone systems. Skill in communicating technical information to non-technical users. Skill in systematic problem solving. Ability to keep records and prepare reports. Ability to communicate effectively, both orally and in writing. Ability to maintain security and confidentiality. Ability to work effectively with co-workers and the general public. Ability to train others.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk; talk or hear, and use hands to finger, handle or feel.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


Computer Animation & Multimedia, Creative Direction-Lead, General-Other: Creative-Design, Graphic Arts-Illustration, Photography and Videography, Web-UI-UX Design, Technical Customer Service, Digital Content Development, Documentation-Technical Writing, Software-Web Training, Civil & Structural Engineering, Electrical-Electronics Engineering, General-Other: Engineering, Mechanical Engineering, RF-Wireless Engineering, Computer-Electronics-Telecomm Install-Maintain-Repair, Computer-Network Security, Database Development-Administration, Desktop Service and Support, Enterprise Software Implementation & Consulting, General-Other: IT-Software Development, IT Project Management, Network and Server Administration, Software-System Architecture, Software-Web Development, Systems Analysis - IT, Telecommunications Administration-Management, Project Management

Education Requirements

G.E.D., High School Diploma, Associate Degree, Bachelor's Degree (BA or BS), Some Graduate, Graduate Degree, Master's Degree (M.A. or M.S.), M.B.A. Degree, Other Graduate Degree, Ph.D Degree


$17.45 - $27.05 Hourly $36,297.87 - $56,261.50 Annually