Service Desk Specialist (Police Department) Job in Jupiter 33458, Florida US

Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Strategy Planning
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Work in a team-oriented, collaborative environment.
• Develop and execute performance goals in support of the department’s mission and objectives.

Acquisition Deployment
• Conduct research on computer products in support of PC and/or software procurement efforts. Evaluate and recommend hardware, software and/or training products for purchase.
• Write technical specifications for purchase of software, PCs, networking hardware and related products.
• Recommend, schedule, and perform PC, hardware and peripheral equipment installations, improvements, upgrades, and repairs.
• Recommend, schedule, and perform software upgrades and installations.

Operational Management
• Field incoming service requests from end users in a courteous manner.
• Interview users to collect information about problems and lead user through diagnostic procedures.
• Conduct research and root cause analysis into a wide range of service desk incidents and problems.
• Create and deploy PC images to comply with the current standard build.
• Keep images up to date as needed, review updates and apply as needed.
• Deploy virtualized desktop and thin-client PCs using the VMWAre Console and templates.
• Support Audio/Visual and conference rooms, support hardware and network systems, phone, projector and conference equipment.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue utilizing appropriate service desk software and tools.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule tasks in a high-pressure environment. Escalate problems (when required) to the appropriately experienced technician. Ability to communicate any problems or issues, facilitate and track through an escalation process. Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Perform hands-on fixes on specific server-side applications.
• Access software updates, drivers, knowledge bases, frequently asked questions and other resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware, including enterprise systems, used and supported by the organization. Obtain certifications as required.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
• Install and maintain desktop security software including anti-virus, anti-malware, and intrusion prevention software.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop documentation including help sheets and frequently asked questions lists for end users.
• Perform moves, adds, and changes for telecommunications devices including Deskside phones, cell phones, smart phones, air cards, or other imbedded cellular devices.
• Perform and maintain hardware and software inventory of end user systems.
• Perform network printing infrastructure installation, maintenance and troubleshooting.
• Perform installation, maintenance, and troubleshooting of remote access systems/applications and Virtual Private Networks (VPN).
• Perform as a Duty Designation “B” working before and immediately after a hurricane or other emergency incident.
• Participate in “on call” 24X7 rotation duties.
• Perform end-user support and problem resolution utilizing remote desktop software.

Duties when assigned to the Police Department
• Perform training of users and cross training of staff for specific hardware and software systems.
• Provide technical systems administration of identified application products.
• Develop documentation to include knowledge base, installation procedures, support documentation, detailed. user instructions, etc. for specific hardware and software systems.
• Install and maintain in-vehicle mobile laptops, printers, software and peripheral devices.
• Perform as a Duty Designation ”A” working before, during, and/or after a hurricane or other emergency events.

ADDITIONAL FUNCTIONS

Performs general/clerical tasks, which may include answering telephone calls, assisting visitors, typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.

Provides assistance to other employees or departments as needed.

Performs other related duties as required.