Hillsborough County
Chad Chronister, Sheriff

Job Details

Support Specialist (Help Desk)

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Job Title

Support Specialist (Help Desk)

Pay Scale

$15.00-$25.00 Hourly; $31,200.00-$52,000.00 Yearly

Job Schedule (Subject to Change)

Non-Standard Hours Including Nights, Weekends and Holidays

Job Location (Subject to Change)

Falkenburg Road Area




Twelve-month initial probationary period

Job Overview

As part of the User Support Team, assist employees of the Hillsborough County Sheriff’s Office to resolve technical issues.

Job Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform some or all of the activities described below.
  • Assist inquiries via phone, email, ticket, and in person.
  • Troubleshoot and research all technical issues reported.
  • Determine source of technical issues (hardware, software, user access, etc.).
  • Advise on appropriate action for resolution using technical knowledge.
  • Document entire exchange of technical issues and resolutions clearly.
  • Work reactively as well as proactively on technical issues.
  • Work with current knowledge-based documentation on validity of information documented as well as update current and create new knowledge-based documentation.
  • Lift desktops, laptops, and delivered parcels up to 50 lbs.
  • Perform other related duties as required.

Knowledge, Skills, and Abilities

  • Working knowledge of troubleshooting IT related issues.
  • Ability to communicate clearly and professionally both orally and in writing.
  • Ability to type proficiently while participating in a conversation.
  • Ability to engage in active listening.
  • Ability to work effectively with others.
  • Ability to accept direction when provided.
  • Ability to lift up to 50 lbs.
  • Ability to sit for extended periods of time using a telephone headset.
  • Ability to use a computer and related software.
  • Ability and willingness to work day or night shifts or non-standard work hours/days.
  • Ability and willingness to learn and expand on technical skills and knowledge.

Minimum Qualification(s)

Note: Applicants must meet the following requirement(s) to be considered minimally qualified for the job.
A high school diploma or possession of a GED certificate; and
Two years of recent (within the last 2 years) or current experience in a technical support service role; and
A passing score on pre-employment testing; and
40 net words per minute on a typing test; or 133 gross keystrokes per minute with 90% accuracy on a data entry test.

Preferred Qualifications
Associate's degree from an accredited institution of higher education in a technical field.
One current technical certification (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+).

Additional Requirements

  • Depending on area of assignment, incumbents may be required to possess a valid Florida Driver License at time of employment. Driving history will be thoroughly reviewed and may be grounds for disqualification.
  • No visible tattoos on face. Tattoos on hands, neck, or arms must be covered with white, black, or neutral colored covering.
  • No illegal drug sale within lifetime.
  • No illegal drug use within the past 36 months. No marijuana use within the last 24 months.
  • No felony convictions within lifetime.
  • No misdemeanor convictions involving perjury, false statement, or domestic violence within lifetime.
  • Prior military personnel must not have a dishonorable discharge from any branch of the United States Armed Forces, the United States Coast Guard, National Guard, or Reserve Forces.
  • Successful completion of a criminal background investigation including polygraph, reference/employment/neighborhood checks, medical evaluation, and drug screening.

Benefit Information

Benefits include but are not limited to:
  • Medical, Dental, Vision, and Life Insurance coverage
  • Florida Retirement System and Deferred Compensation
  • Paid time off including sick, vacation, and holiday time
  • Employee Assistance Program
  • Short and Long Term Disability Insurance
  • Employee incentives for educational degrees and bilingual (Spanish) abilities
  • Tuition reimbursement
  • Paid training
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