Department:

Enterprise Information Technology

Start Here. Grow Here. Stay Here.

If you've been searching for the perfect opportunity to get your foot in the door with Sarasota County's IT department, THIS is the posting you've been waiting for! As a Service Desk Analyst, you will be responsible for providing first-level technical support to Sarasota County employees by answering and responding to service requests via phone, email, and ticket portal. This includes troubleshooting computer hardware and software, printer, network, and infrastructure issues while also providing technical computer maintenance, software installations, and updating internal knowledge base documentation.

This role will be primarily remote-based (after successful completion of initial training) but will require occasional in-office work for training, team events, etc. The pay starts between $25.70 - $26.00 (based on experience), benefits begin within 60 days of hire, and there are opportunities for advancement. Apply today - this posting won't last long!

About the Position

In this role, you will...

Receive, update, and prioritize IT-related issues and service requests using a high level of customer service skills and accuracy to capture all pertinent information in each ticket.

Provide exceptional customer service skills by troubleshooting and resolving computer hardware and software, printer, network, and infrastructure issues and service requests.

Assist in researching, documenting, and updating the current Sarasota County technical knowledge base, and related support procedures.

Collaborate with other IT personnel on tasks outside their scope of knowledge or expertise.

Escalate high-priority issues to subject matter experts and leadership teams.

Increase job knowledge through training opportunities and self-study.

Perform other duties as assigned by EIT Management.

About the Schedule

Work Hours:

Full-Time, 40 hours per week.

The Help Desk operates in two schedules: 7:00 a.m. to 4:00 p.m. -OR- 8:00 a.m. to 5:00 p.m.

The position is involved in on-call 24/7/365 technical support.

Remote work: The position is set to be remote after successful completion of initial training.

Occasional in-office work will be required (training, team events, etc.).

About You

To be considered for this role, you must have the following:

Minimum of a two (2) year degree -AND- one year of experience working in a Service Desk or Help Desk role.

-OR- Bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Public Administration, Management, Business, Engineering, Communications, Project Management, or other relevant field with some related experience.

-OR- Certifications, technical or customer service experience may substitute for formal education at the discretion of management.

Valid Florida driver's license by date of hire.

The ideal candidate has the following knowledge, skills, and/or abilities:

Proficient in Windows operating systems, network printer installs, Office 365 applications, and admin support.

Windows Domain environment and Active Directory experience are a plus.

Experience with Dell computers, monitors, and peripherals (hardware & software).

Bonus Qualifications:

CompTIA A+ Certified.

Subject to Passing Substance Screening: This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment for a period of five years.

Physical Demands: Employees in this role must occasionally lift and/or move more than 50 lbs. Employees can use handling devices (dolly, cart, etc.) or work with another team member to lift and/or move excessive poundage of 50-plus pounds.

CJIS Clearance: The successful candidate will be subject to an extensive background check(s) as a part of the hiring process.

About Everything Else

Starting Pay Range: $25.70 - $26.00, based on experience.

Our interview process could include phone interview(s), Microsoft Teams video interview(s), and/or in-person interview(s).

If you are selected to join our team, please click on this link to review the Required First Day Documents. You will need to present the following items on your first day:

1. I-9 Acceptable Documents to show your identity and authorization to work. Use this link to learn more and review the different document options: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

If your position requires a Florida Driver’s License, this must be one of your documents. (Your Florida Driver’s License can serve as one of your documents listed in link above – List B Documents.)  

2. U.S. Social Security Card (signed, physical card). This is a requirement of our Payroll Department and failure to provide this document could jeopardize timely compensation. (Your U.S. Social Security Card can serve as one of your documents listed in link above – List C Documents.)  

Benefits:

Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more! Choose one of three great medical plans, including one with a $0 premium option, with completed preventative visits!For more information about employee benefits, please click this link or visit SCGov.net for additional information.Utilize our award-winning wellness program including free gyms at multiple Sarasota County Government locations. Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!)​​

A different blend of voices prompt better conversations, choices and results for everyone. Sarasota County – Many Voices, One Team.

We celebrate and value the experiences, backgrounds, perspectives, talents and strengths that make us different.

Our vision is to attract, develop, retain and engage a talented workforce broadly representative of the citizens and communities we serve. To further value creativity, innovation, collaboration and great customer service – internally and externally. 

A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5353.

Sarasota County prohibits discrimination in all services, programs or activities. View the complete policy at scgov.net (keywords: ADA Compliance).

Sarasota County Government is a Tobacco-Free/Drug-Free Workplace.