IT Field Services Supervisor

Requires high school diploma or equivalent and 5 years of experience as an IT Support Technician or closely related position. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience. All applicants must have at least two (2) years of work experience, including verifiable past experience as a team lead or in a supervisory role. Position requires a valid Florida Driver's License which must be maintained for duration of employment.

About the role

This class is responsible for daily oversight and direction of the IT technical support team. Plans, coordinates, and assigns tasks to a team of IT Specialists. Works according to general guidelines and requires considerable judgment and self-initiative.

Responsibilities

• Manages Information Technology services tickets by ensuring service levels are maintained, creating and managing escalation procedures for problems.
• Receives requests for service related to personal computer hardware, software, printer, and telephone issues; resolves problems when possible, troubleshoots solutions, and refers to manuals when necessary.
• Assists users by correcting problems or answering inquiries, maintains help desk database, generates help desk reports, and assigns work orders to appropriate personnel.
• Assists IT Management with establishing team and staff objectives, ensures proper training and evaluation of IT Specialists.
• Resolves personnel concerns and escalates to Management when appropriate; coordinates leave and approves time records of assigned staff.
• Assigns and distributes daily tasks and objectives to team members.
• Responds to questions from end-users and troubleshoots/resolves computer issues in person, via telephone/email, or remotely.
• Services cell phones and other data devices.
• Provides comprehensive IT equipment support for desktop and laptop computer hardware, software, and peripherals.
• Provides programming, support, and assistance with cellular devices and mobile cameras.
• Answers user inquiries regarding computing and cellular device operation to resolve problems; escalates to higher levels as needed.
• Sets up, relocates, and maintains cellular and computing devices for employee use, ensuring proper installation of cables, operating systems, and software.
• Installs and performs minor repairs to hardware, software, or peripheral equipment following design or installation specifications.
• Installs and programs data devices and camera systems.
• Maintains records of daily data communications transactions, problems, remedial actions taken, or installation activities.
• Provides support to outside vendors regarding hardware and software matters.
• Assists Unit peers in support of daily operations and work environment growth.
• Maintains accurate inventory and surplus counts for area of responsibility.
• Applies all policies regarding copyright, state, federal, and local applicable laws and license maintenance.
• Regular, dependable, and punctual attendance is an essential function of this job.

Benefits

• A take-home company vehicle is provided.

Schedule

Work is primarily performed in an office environment but may also include confined workspace and outdoor locations. Expected work hours are flexible and may include weekend and after-hours work as needed to meet operational needs.