IT Service Desk Analyst I

The IT Service Desk Analyst is responsible for creating and enhancing service desk processes to improve efficiency, security, and customer satisfaction. This position will oversee the life cycle of IT deployed devices such as desktops, laptops, and audio/visual equipment. They will handle IT asset inventory and management of Service Desk supplies. They are also responsible for administering the IT service management platform.

A. Abide by the “Law Enforcement Code of Ethics.”
B. Create and enhance Service Desk procedures to improve efficiency, security, and customer satisfaction.
C. Gather customer requirements and develop solutions tailored to their needs.
D. Manage desktops, laptops, smartphones, biometric systems, tablets, audio/visual equipment, and other IT devices throughout their entire lifecycle to ensure they are on a regular replacement schedule, able to receive security updates, and are disposed of securely.
E. Administer the IT service management platform and guide other IT teams on usage to maximize value.
F. Identify reoccurring issues and develop solutions to the root causes.
G. Ensure device provisioning processes such as imaging and enrollment are being conducted securely and in a comprehensive manner.
H. Identify performance indicators and develop reporting across all aspects of the IT Service Desk.
I. Administer the IT asset management system and create procedures for asset handling.
J. Create documentation and conduct training for both internal IT staff as well as customers.
K. Participate in the budgeting process by providing accurate costs for needed hardware and software.
L. Stay up to date on emerging technologies and best practices in IT service management.
M. Make recommendations for improvements to technology and architecture.
N. Ensure systems and processes are compliant with regulations and agency policy.
O. Consistently creates and keeps tickets up to date. Information put into tickets is accurate. Creates and maintains documentation so information is current and meets standards.
P. Maintain accurate inventory and track assets through their lifecycle. Provides up to date and accurate assessments of licensing, usage buffers, service life, and support contracts.
Q. Perform other related duties, as assigned, including modified schedule or temporary re-assignment during declared emergencies or activations, as determined by the Sheriff.

Nothing in this job description prevents management from assigning different or additional duties or modifying the job description at any time.

JOB PREREQUISITES (IT SERVICE DESK ANALYST I):
Associate’s degree in a related field or equivalent experience preferred.
2+ years of experience in IT support, helpdesk, or a similar support role.
Relevant certifications such as CompTIA A+, Network+, or equivalent are preferred.
Must be able to Pass a Criminal Background Screening and Drug Screening.
Flexibility to work extended hours, nights, weekends, and participate in an on-call rotation as required.
Strong written and verbal communication skills.

JOB REQUIREMENTS:
Maintain a valid Florida driver's license.

JOB STANDARDS:
Demonstrates excellent customer service and professionalism. No ongoing pattern of negative feedback. Maintains responsive and solution focused communications with all users.
Applies a security first approach in all duties. Follows least privilege principles and reports anomalies. Actively participates in security response efforts. Successfully completes security and phishing tests.
Demonstrates respect toward peers and managers. Addresses disagreements professionally. Does not undermine leadership or colleagues. Maintains a positive and collaborative attitude within the IT department.
Communicates effectively with stakeholders, peers, and vendors. Keeps others informed on status and impacts of work. Assists peers and contributes to team improvement. Participates and can be depended upon in emergency after-hours situations.
Stays focused and delivers high quality work on time and meets deadlines. Proactively prevents delays and removes roadblocks. Consistently plans and prioritizes tasks so that meaningful work is always in progress.
Shows initiative to learn new technologies and practices. Demonstrates capacity to read documentation and apply new knowledge independently. Strives to be a subject matter expert.
Keeps IT systems and spaces clean and maintained. Prevents and actively seeks to reduce technical debt. Ensures minimal system downtime through architectural and process improvement.
Delivers maintainable and reliable solutions to improve system functionality, performance, and stability. Solves complex problems with precision, even under pressure. Shows commitment to the profession by always maintaining a high standard of technical competence and a drive to continuously exceed expectations in our sector.

WORKING CONDITIONS:
Both indoor and open shop environments. Some amount of time may be spent in buildings or vehicles with uncontrolled climate conditions. Exposure to possible electrical hazards. Routine lifting of objects up to fifty (50) pounds. Normal daytime hours, but subject to being called out, and may be required to work overtime when necessary.

The duties, prerequisites and job requirements listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.

ADA:
PHYSICAL AND DEXTERITY REQUIREMENTS: 
Requires medium to heavy work that involves walking or standing a significant amount of the time, exerting from 20-50 pounds of force on a recurring basis, and skill, adeptness, and speed in the use of fingers, hands, or limbs on repetitive operation of mechanical and electronics, office equipment, machines or tools within narrow to moderate tolerances or limits of accuracy. See and hear at normal range. Ability to sit at a desk and view a display screen for extended periods of time. Speak, read, write, and understand English fluently. Ambulate independently.

ENVIRONMENTAL HAZARDS:
The job requires inside and outside work; ability to tolerate inclement weather. Possible exposure to extreme noise levels, bright or dim light, hazardous materials and conditions, traffic, moving machinery, electrical shock and working above the ground or floor level on ladders or on roofs or platforms and or exposure to office related dust, fumes, and odors.

SENSORY REQUIREMENTS:
The job requires normal visual acuity and field of vision, hearing, speaking, color perception, sense of taste, sense of smell, depth perception and texture perception.

The Marion County Sheriff's Office is an Equal Opportunity Employer. ADA requires the Sheriff's Office to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations. Nothing in this job description prevents management from assigning different or additional duties or modifying the job description at any time.
 
 VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for career Service vacancies and are encouraged to apply. Candidates claiming Veterans Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. All documentation is due by the close of the vacancy announcement.