Completion of 60 semester credits to include 15 semester credits in a computer related field and one year of experience in the installation, maintenance or repair of personal computers and related equipment are required; completion of a vocational or trade school program in the installation, maintenance or repair of personal computers and related equipment and one year of experience in the installation, maintenance or repair of personal computers and related equipment are required; or High school diploma or GED and two years of experience in the installation, maintenance or repair of personal computers and related equipment are required.

The Information Technology Department is currently seeking an IT Sr Service Tech to provide a point of contact for end users to receive support and maintenance within the Miami Dade Public Library (MDPLS) end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. This position will also troubleshoot problem areas (in person, via remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

Miami-Dade County offers great benefits including full medical, dental, and vision insurance; life and disability insurance; 457 pretax savings plans; flexible spending accounts; paid holidays, vacation, and sick time; membership in the Florida Retirement System; professional development; and a tuition reimbursement program.

The IT Senior Service Technician position responsbilities include:

• Actively resolving escalated end-user help requests.
• Problem resolution involving the use of diagnostic and help request tracking tools.
• Providing in-person, hands-on help at the desktop level.

• Providing support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Performing onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Deploying pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Recording and managing equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
• Assessing the need for and implementing performance upgrades to end-user devices based on software technical specifications.
• Collaborating with network administrators to ensure efficient operation of the MDPLS’s end-user computing environment.
• Where required, administer, and resolve issues with associated end-user workstation networking software products.
• Considerable knowledge of the current research and trends of new computer-related technologies.