IT Help Desk Assistant

The IT Help Desk Assistant serves as the primary point of contact for the Help Desk within the Information Technology Department and delivers administrative-level secretarial support. This role also helps maintain departmental records and inventory, supports troubleshooting and account activities, and performs budget-related administrative tasks.

Location and Schedule

• Location: Mount Dora, FL (onsite)
• Compensation: USD 18 to 23 per hour

Key Responsibilities

• Provide administrative assistance to the Department Director.
• Transmit orders and instructions from the Director as needed.
• Establish and maintain a filing system and departmental records, following applicable State Records Retention Standards.
• Answer incoming phone lines and provide technical assistance to staff and City employees, including troubleshooting and assisting with software functions.
• Support help desk activities such as account creation and related assistance.
• Prepare travel requests, including educational leave forms, mileage and meal reimbursements, and hotel reservations.
• Process educational request forms and reimbursement for employees enrolled in college courses.
• Assist with budget transfers and amendments.
• Requisition materials and supplies, enter coded invoices for payment, maintain open purchase orders, and prepare check requests, including support for budget transfers and amendments when necessary.
• Provide information in accordance with department rules, regulations, and policies.
• Maintain software licensing and hardware warranty information.
• Update departmental Web Pages.
• Perform other related functions as required.

Requirements

• Education: High school graduation or GED required; Associate’s degree preferred.
• Alternative background: Associate’s degree from an accredited college or university, or two (2) years of training or course work in business executive secretarial or a related field preferred.
• License: Valid Florida Driver’s License required.
• Technical experience: Proven hands-on experience as a help desk technician.
• Software and tools: Working knowledge of the Microsoft Office Suite, automation products, and remote desktop control software.
• Troubleshooting: Ability to diagnose and resolve basic technical issues with computer systems, mobile devices, and other technical products.
• Training: Complete required National Incident Management System (NIMS) training within 6 months of completion of the probationary period.

Technologies

• Windows
• Microsoft Office Suite
• Remote desktop control software
• Automation products

Job Function and Level of Supervision

This position involves record-keeping that requires considerable judgment in the daily activities of the Information Technology Department. The employee serves as the main point of contact for the Help Desk and performs administrative-level secretarial work, including highly responsible administrative support to the department. The work is completed under the general supervision of the Department Director, with the employee working with considerable independence and initiative.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to work effectively as a team player.
• Strong knowledge of modern office practices and procedures.
• Strong ability to maintain files and records.
• Knowledge of budget processes.
• Exceptional computer skills in Windows and Microsoft Office Suite, including the ability to troubleshoot.
• Ability to maintain confidentiality.

Essential Physical Skills

• Ability to communicate verbally.
• Acceptable eyesight (with or without corrections).
• Acceptable hearing (with or without hearing aid).
• Ability to lift and carry weight up to ten (10) pounds.
• Ability to walk or stand for periods of time.
• Ability to exert up to five pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Physical ability to operate office machines and equipment, including computers, copiers, telephones, and calculators.

Equipment Used

• Computer systems and components
• Multi-line telephone
• Copier
• Calculator

Work Environment

Office environment with work performed indoors.