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IT Service Desk Technician
Job Location:
Job Location:
Sanford, FL - USA
Hourly Salary:
USD 23 - 24
Hourly Salary:
Posted:
8 September 2026 (18 hours ago)
Posted:
Application Deadline:
6 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
| Classification Description | |
| Working Title: Service Desk Technician |
Position is responsible for taking customer requests for technology services and repair and accurately documenting prioritizing providing support or escalating the customers requests to the correct IT resources. Provides support for workstations with Windows operating systems MACSs desktop peripherals mobile device management asset tracking and application support. Assists users in the efficient use of applications and provide escalations of technical support issues. Focuses on providing excellent customer service building strong relationships safety and best work practices with the goal of delivering exceptional results.
Essential Functions
Note : These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.
Effectively prioritize and manage multiple incidents and requests as assigned. Working to answer evaluate and prioritize incoming telephone work orders e-mail and in-person requests for assistances from users experiencing problems with hardware software networking and other computer-related technologies.
Provide security access privileges to the appropriate staff with high level understanding of group policies.
Responsible for configuring installing and repairing computer endpoints while consistently following up with users to ensure proper function for both internal and external customers.
Perform remote troubleshooting through diagnostic techniques and pertinent questions. Document issues and resolutions properly for record keeping and posterity.
Support manage deploy policies/apps and maintain the recommended configuration of all mobile devices; this includes but is not limited provisioning securing upgrading mobile OS and creating MDM policies & groups for device management.
Develop and maintain installation operations and configuration procedures.
Perform daily system monitoring verifying the integrity and availability of all hardware and software.
Install computer and endpoint Windows updates software updates firmware.
Manage multiple incidents and requests as assigned and monitor ticket workflows in accordance to SLAs. Must be familiar with industry standard ticketing systems.
Advise management on situations that may require additional client support or escalation.
Communicates to customers on the status of requests and incidents while consistently providing excellent customer service.
Contribute to developing training materials and procedures in the proper use of technology equipment along with participating in training end users.
Diagnose troubleshoot and resolve hardware software or other network and system problems and replace defective components when necessary.
Monitor ticket workflows in accordance to SLAs.
Support manage optimize and maintain the configuration and installation of all desktop laptops and mobile devices to include but not limited to patching configuring upgrading hardware or software.
Provide technical support to staff utilizing Mac OS Windows and Office based workstations.
Provide technical support after normal business hours on an on-call rotation or whenever necessary.
Maintain accurate inventory asset information and various other asset records in accordance with department policy and procedures.
Lead facilitate and/or participate in IT related projects as directed.
Knowledge and competency of the following technologies:
- Windows Operating Systems
- Apple iOS
- Microsoft Office 365 Administration
- Microsoft System Center Configuration Manager
- Printer Network Connectivity Deployment
- Service Desk Plus (or other ticketing system experience)
- Documentation & Records Management (Knowledgebase Contribution)
- Enhanced Customer Service Enrichment Efforts and Effective De-escalation Experience
Additional Duties :
Performs other related work as required.
In the event of an emergency all employees are considered essential personnel and may be required to perform alternate duties.
Minimum Qualifications
Associate degree in Computer Technology or two (2) year progressively responsible experience in the computer support field.
A comparable amount of education training or experience may be substituted for the minimum qualifications.
Microsoft and CompTIA certifications preferred.
Additional Requirements
Must possess excellent oral and written communication skills and be able to organize and prioritize tasks successfully.
Ability to communicate effectively with other team members customers citizens executive leadership and elected officials.
Work requires a high degree of teamwork coordination with customer departments independent judgment initiative and a positive attitude.
Ability to evaluate situations and exercise good judgment in making decisions.
Ability to work independently maintain accurate and detailed records and organize and assemble data to obtain desired output.
Experience with the methods tools and techniques applied to diverse IT Support in multi-platform networked environments.
Ability to evaluate diagnose and develop solutions to potential and real operational and system deficiencies to ensure continued and non-disrupted service to system users.
In depth knowledge of personal computers operating systems Office Suite and use of general business applications.
Ability to establish and maintain effective working relationships with staff at all levels of the County.
Ability to work in a dynamic environment that requires the incumbent to be sensitive to change and responsive to changing goals priorities and needs.
Must also possess and maintain a valid Florida Drivers License including the ability to travel within Seminole County.
All employees must attend Seminole County Required Trainings.
Department Specific trainings per position may be required.
***Lumen and / or its clients will not provide equipment (Laptop monitor etc.) to the selected contractor. The contractor must have their own equipment. Access to a virtual desktop set up (software) will be provided by Lumens client allowing the user access to the required systems and technology.***
Lumen Solutions Group Inc. is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.
Required Experience:
IC
