Jacksonville Aviation Authority (JAA) seeks an a PC Technician with excellent customer service skills. JAA welcomes applications through midnight Sunday, August 10, 2025.
Â
Job Summary
This is technical analysis and specialized support work in operating and maintaining computer systems; specifically, the audio/visual (AV), desktop, laptop and related hardware/software environment. The work requires a knowledge of principles, concepts and practices of large-scale multi-operating computer systems and data centers; computer operating system commands; computer hardware components, and environmental control systems and equipment that is usually gained through specialized training and on-the-job experience. Contacts require skills in customer service which are important in analyzing and resolving computer system operational problems; employee also serves as a liaison with vendor support teams who works closely with the Help Desk and Network Administrators to troubleshoot and resolve information technology issues. The work is standardized in that tasks are covered by substantially diversified procedures and specialized standards governing the operation of computers and peripheral equipment and because of changing priorities or differing situations encountered in the work environment, the employee has the latitude to consider which among the many procedures and specialized standards should be followed, and in what sequence, to assure optimum system operation. The work is performed under limited supervision where the work is subject to established procedures, practices, standards and well defined policies. The employee plans and organizes the work, and determines priorities. The work is reviewed in terms of quality, volume, timeliness and adherence to established procedures, standards and policies. This is an individual contributor position which reports to the Manager of IT Services.
|
Essential Functions
|
- Troubleshoots technology problems and coordinates resolutions with the appropriate personnel.
- Provides first and second level support for help desk request.
- Provides first and second level technical support for assigned systems.
- Investigates and analyzes new hardware solutions for technical and business suitability.
- Tracks tasks and inventory in designated online tracking/ticketing systems.
- Investigates and resolves application functionality related issues.
- Identifies opportunities for improvement of business processes.
- Resolves hardware functionality issues.
- Maintains up-to-date documentation on hardware.
- Builds and maintains PC, player and laptop images, and software licensing compliance.
- Repairs PC and related hardware.
- Provides audio/visual equipment support to end-users.
- Maintains up-to-date documentation of processes.
- Determines PC refresh schedule and deploys equipment accordingly.
- Employs work order system and documents work orders appropriately.
- Assists in special projects and/or quality assurance testing that may affect hardware/software supported by Technical Support.
- Coordinate scheduled maintenance (system, downtime) with end users at times that minimally impact business operations.
- Provides user training and/or support and follow-up to ensure call resolution and reduce repeat occurrences.
- Collaborate with internal resources to resolve complex technical issues.
- Performs other duties as required.Â
|
|
Knowledge, Skills & Abilities
|
- Technical knowledge of current hardware, software protocols and standards, including Dell PCs and laptops and related desktop software.
- Basic working knowledge of ITIL, SharePoint and MS Exchange.
- Advanced knowledge and proficiency in Microsoft Office.
- Knowledge of Active Directory (AD) User Management.
- Basic knowledge of LAN and WAN connectivity.
- Basic understanding of databases (SQL Server, MySQL).
- Basic understanding of TCP/IP and network operations.
- Basic understanding of Windows Server.
- Intermediate understanding of Windows infrastructure and architecture.
- Intermediate understanding of VNC or alternate remote control applications.
- Intermediate Windows Imaging or alternate machine imaging application experience.
- Advanced hands-on trouble shooting experience.
- Exceptional Customer Service skills.
- Advanced Helpdesk experience.
- Ability to be on-call and respond within 20 minutes, at least two (2) weeks per month.Â
|
|
Required Education & Experience
|
- High School diploma or its equivalent and
- 5 years of related work experience and
- ComTIA A+ (A Plus) Certification
- ITIL Foundations V4 (or equivalent)
|
|
Preferred Education & Experience
|
- Associate level degree in Computer Science
- Specialized course of study in Information TechnologyÂ
|
|
Licenses & Certifications
|
- Must be able to obtain and maintain a Security Identification Display Area (SIDA) badge
- Florida Class E Driver’s License is required and must be maintained
|
|
Physical Demands
|
|
The physical demands consist of moving from one work location to another, sitting or standing at a work station for extended periods of time and may involve lifting objects weighing up to 15 pounds.
Must be able to perform the physical requirements of the position with or without reasonable accommodation.
|
