Help Desk Technician (Part-time) in Fort Myers, Florida at Lee County Tax Collector

This is a part-time position located in our Downtown Fort Myers office. Starting hourly rate of $18.38.

Are you the person friends and coworkers call when technology isn't cooperating? Do you enjoy solving problems, helping others, and making IT challenges disappear? If so, we'd love to meet you!

As a Help Desk Technician, you'll play a key role in keeping our technology running smoothly and our users productive. You'll be the first point of contact for technical support requests, helping team members troubleshoot issues, resolve incidents, and get back to work quickly. From desktop support to ticket management, you'll provide exceptional customer service while building your technical skills in a collaborative environment.

• Respond to, prioritize, document, and resolve end-user technology support requests.
• Troubleshoot hardware, software, network, and system-related issues using diagnostic tools and established procedures.
• Provide hands-on desktop support and technical assistance to employees both remotely and in person.
• Escalate complex issues to appropriate support teams to ensure timely resolution and SLA compliance.
• Maintain accurate records of incidents, service requests, and resolutions within the help desk ticketing system.
• Assist with the setup, maintenance, and support of IT equipment and technology assets.
• Deliver friendly, professional customer service while helping users navigate technical challenges.

• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Basic knowledge of computer hardware, software, operating systems, and networking concepts.
• A positive attitude, willingness to learn, and passion for helping others.
• Ability to work effectively under close supervision while developing technical expertise and independent problem-solving skills.

• Opportunity to grow your IT career and expand your technical knowledge.
• Supportive team environment with mentorship and training.
• Meaningful work that directly impacts employee productivity and success.
• A chance to be the technology hero people rely on every day.

Main Responsibilities

• Serves as the first point of contact for customers seeking technical assistance over the phone, email, Ticketing System.
• Performs technical assistance utilizing remote tools to troubleshoot problems associated with information technology (IT), including personal computers (PCs), peripherals, communications, networks, software, and external services.
• Completes technical job functions and answers technical questions.
• Logs support calls, obtaining essential information from clients to solve problems and guiding them through performing specific tasks.
• Follow-up and update customer status and information.
• Responsible for receiving hardware deliveries, updating tickets, transfer of equipment and inventory maintenance.
• Performs setup, coordinates deliveries, and provides support for mobile devices.
• Identify and suggest possible improvements to procedures.
• The incumbent is expected to call upon their working knowledge of applications, communication services, personal computing (PC) devices, and awareness of the Lee County Tax Collector (LCTC) organizational structure and procedures.
• Performs other duties as directed.

• Working towards a degree or certification in computer support, computer network or related field and one year work experience with computers, printers, communication systems (Teams, WebEx, etc.) and/or networks; or an equivalent combination of related training and experience.
• Demonstrates ability to troubleshoot simple desktop computing problems and provide communicate effective instructions over the phone required.
• Familiarity with O365 products.
• Written and oral communication skills, and interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language and absorb and retain information quickly.
• Valid Florida driver’s license required at time of application.
• May require after hours, weekend or emergency (natural disaster, major incident, etc.) support.
• Have or earn at least 1 of these 3 certifications below (or equivalent) within 60 day- MTA: Windows Operating System Fundamental, MD-101: Modern Desktop Administrator Associate, or CompTIA A+.

FLSA Status Description

Work is performed independently under limited supervision with considerable latitude. Position typically requires processing and interpreting complex, less clearly defined issues.

Work Conditions

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and material of light to moderate weight (5-50 lbs). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing.

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.