IT Help Desk Technician

You will support the Brevard County Sheriff’s Office by handling Help Desk requests and providing reliable technical assistance for end users and field teams. This onsite role in Titusville, Florida focuses on resolving Level One issues, troubleshooting common hardware, software, and connectivity problems, and escalating Level Two work to Field Technicians when needed.

Working in an office environment, you will manage incoming help requests, maintain accurate work records, and keep hardware and software inventory information up to date. The position also includes coordination with third-party vendors for warranty repair services and delivering clear, user-friendly communication during support interactions.

Key Responsibilities

• Answer all Help Desk calls from the Sheriff’s Office user base and create the initial request record.
• Resolve Level One end-user issues by phone; route all Level Two requests to a Field technician.
• Provide technical assistance to field technicians and customers through phone and software platforms.
• Troubleshoot and diagnose end-user network or local printer issues, PC hardware problems, and access problems related to servers, email, the internet, and local-area networks.
• Contact third-party vendors to coordinate warranty service repairs.
• Assist Field technicians in developing materials for end-user FAQs.
• Maintain and report hardware and software inventory database information.
• Ensure Help Desk calls and work orders are handled promptly within specified timelines.
• Communicate technical solutions professionally and in a user-friendly way, provide one-on-one end-user training when needed, and perform related duties as required.
• Maintain regular, dependable, and punctual attendance as an essential function of the role.

Requirements

• High School Diploma (or equivalent) and at least 1 year of computer systems experience involving technical support.
• Experience providing end-user phone support for current PC desktop and application software, including installation, upgrades, troubleshooting, and repair in a network environment.
• Strong organizational skills with the ability to multi-task.
• Excellent interpersonal and verbal communication skills are required.
• Valid Florida Driver’s License that must be maintained for the duration of employment.

Work Schedule and Conditions

• Work is generally performed in an office environment.
• Primary hours are Monday–Friday, 8:00am to 5:00pm, with flexibility based on agency needs.
• Must be available for disaster or emergency situations.

Additional Information

• Must successfully complete a criminal background investigation, including a polygraph, and reference/employment/neighborhood checks.
• Must submit to screening for illegal drug use prior to assuming the position.
• While employed, the role requires compliance with return-to-duty, post-accident, and/or random and reasonable suspicion drug testing.

Location: Titusville, FL 32780 (onsite). Pay: USD 19–21 per hour.