Help Desk Support Specialist in Lehigh Acres, Florida at Lee County Mosquito Control District

We are looking for a dedicated, service-oriented individual to join our IT team as a Help Desk Support Specialist. This role provides first-line technical support to employees, troubleshoots common technology issues, assists with equipment deployment and maintenance, and helps ensure the organization’s technology resources operate effectively and reliably. The ideal candidate enjoys problem-solving, helping others, and learning new technologies while supporting LCMHCD's day-to-day IT operations.

Eligibility to Apply: This posting is open to current employees only. Only current employees of the organization are eligible to apply.

Position Summary:

The Help Desk Support Specialist provides first-line technical support to organizational employees and assists with the deployment, configuration, maintenance, inventory, and troubleshooting of computers, mobile devices, peripherals, software, and other end-user technology. The position serves as a primary Tier 1 support resource, provides customer-focused technical assistance, documents service requests, and escalates issues requiring advanced technical expertise.

Essential Functions:

• Receive, document, categorize, and track IT support requests
• Create and maintain accurate help-desk tickets
• Prioritize support requests according to established procedures
• Troubleshoot and resolve common Tier 1 hardware and software issues
• Escalate unresolved issues to appropriate IT personnel
• Document troubleshooting steps and resolutions
• Follow up with users regarding outstanding support requests
• Deploy and configure desktop and laptop computers
• Install approved software and applications
• Configure monitors, docking stations, keyboards, mice, headsets, printers, scanners, and other peripherals
• Troubleshoot basic Windows and application issues
• Perform basic hardware troubleshooting
• Coordinate equipment repair or replacement when necessary
• Prepare computers, phones, tablets, and accessories for new employees
• Assist with approved onboarding and offboarding procedures
• Collect and verify returned technology equipment
• Maintain accurate equipment assignment records
• Apply and maintain IT asset tags
• Record serial numbers, locations, assignments, and equipment status
• Maintain spare equipment inventories
• Assist with equipment audits, surplus, and disposal procedures
• Prepare and support organizational phones and tablets
• Install approved mobile applications
• Troubleshoot common mobile-device issues
• Provide Tier 1 support for Toughbooks and field technology
• Assist field personnel with basic computer, peripheral, and connectivity issues
• Provide basic support for Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 services
• Provide basic Zoom and conference-room support
• Assist with displays, cameras, microphones, speakers, and related meeting technology
• Follow established cybersecurity procedures
• Report suspected phishing, malware, unauthorized access, lost equipment, or other security incidents
• Ensure assigned equipment receives required updates and security configurations
• Maintain accurate help-desk and knowledge-base documentation
• Assist with IT projects and technology deployments
• Assist with remote-site support and equipment deployment
• Assist with equipment inventories and audits
• Maintain current technical knowledge
• Perform other related duties as assigned

Supervisory Responsibilities: None

Minimum Qualifications:

• High school diploma or equivalent
• Demonstrated interest in information technology, computer support, or learning technical skills
• Basic familiarity with computers, mobile devices, and common workplace technology
• Ability and willingness to learn established IT procedures and troubleshooting techniques
• Ability to communicate clearly and professionally with employees and coworkers
• Ability to provide courteous and patient customer service
• Ability to follow written and verbal instructions
• Ability to maintain confidentiality and exercise appropriate discretion when handling organizational information
• Ability to recognize when assistance is needed and appropriately escalate an issue Exceptional problem-solving and analytical skills
• Excellent verbal and written communication, with a focus on clear, user-friendly explanations
• Customer-focused attitude with a commitment to service excellence
• The ability to prioritize multiple tasks and thrive in a fast-paced environment
• Team-oriented mindset with the ability to work independently when needed
• Must have the ability to work an irregular schedule occasionally to accommodate periodic system updates/upgrades, maintenance and/or emergency needs
• Must have a valid Class E Florida driver’s license with a clean driving record
• Must pass the CORE and Public Health exams within six months of hire and be able to maintain certification by earning appropriate CEU’s (continuing education units)

Behavior Expectations: The Help Desk Support Specialist is expected to consistently demonstrate professional, respectful, ethical, and service-oriented behavior in all interactions. The position is expected to:

• Develop and maintain positive, professional working relationships with all employees, departments, elected officials and Commissioners, vendors, contractors, and members of the community.
• Treat all individuals with courtesy, dignity, fairness, professionalism, and respect.
• Provide friendly, patient, and responsive customer service.
• Communicate clearly and respectfully with individuals regardless of their level of technical knowledge.
• Remain calm and professional when dealing with frustrated users or challenging situations.
• Listen to users and make reasonable efforts to understand and resolve their concerns.
• Avoid dismissive, condescending, or disrespectful behavior.
• Work cooperatively with coworkers and other departments.
• Respect the authority and responsibilities of organizational leadership and the Board of Commissioners.
• Represent the organization professionally when interacting with community members, vendors, contractors, and other outside parties.
• Maintain confidentiality and exercise appropriate discretion when handling organizational information.
• Demonstrate dependability, honesty, accountability, and follow-through.
• Accept constructive feedback and seek assistance when appropriate.
• Contribute to a positive, respectful, inclusive, and team-oriented workplace.
• Understand that excellent customer service is an essential component of providing effective IT support.

Work Environment/Physical Requirements:

The physical demands and work environment characteristics 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 essential functions.

Physical Requirements:

• Ability to sit, stand, walk, bend, stoop, kneel, and reach as required to perform job duties
• Ability to routinely operate computers and other technology equipment
• Ability to lift, carry, move, and position technology equipment weighing approximately 50 pounds, with assistance when appropriate
• Ability to work in equipment rooms and confined areas as reasonably required
• Ability to climb ladders or use approved access equipment when necessary to access technology infrastructure
• Ability to visually inspect equipment, cabling, displays, and other technology systems
• Ability to communicate effectively in person, by telephone, and through electronic communication
• Ability to safely travel to remote and field locations

Work Environment:

Work is generally performed in an office environment but may require work in server rooms, network closets, equipment rooms, field facilities, remote locations, outdoor facilities, fleet vehicles, and satellite helipad locations. The position may be required to work outside normal business hours in response to critical technology incidents, emergency situations, scheduled maintenance, system upgrades, or organizational needs. Travel between organizational facilities and remote locations may be required.