Network Help Desk Technician - Ocala Fiber Network

Network Help Desk Technician - Ocala Fiber Network

Salary

$54,466.00 - $72,285.00 Annually

Location

110 SE Watula Ave, 3rd Floor, Ocala, FL 34471, FL

Job Type

Full-Time

Job Number

0918

Department

Ocala Fiber Network

Opening Date

10/08/2026

Closing Date

10/15/2026 5:00 PM Eastern

• Description
• Benefits
• Questions

Description

This is a technical position, requiring skills necessary to deal with internet and fiber optical connectivity including configuration, and troubleshooting. It involves help desk support, customer service, and troubleshooting network connectivity. Reports to the DepartmentDirector or Designee.

Examples of Duties

ESSENTIAL JOB FUNCTIONS

• Create and monitor service desk tickets
• Perform first call resolutions for common issues, customer training, and advanced troubleshooting and support
• Escalate directly to Network Engineer
• Basic network troubleshooting of the fiber connection to the customer's premise
• Maintains Technical Support Help Desk to provide technical support and user assistance on a variety of issues. Responds to telephone calls, emails, and personnel requests for technical support.
• Maintains a help desk trouble call database to prioritize and monitor reported problems to insure timely resolution.
• Assists in implementation of new connections and the associated training as required.
• Ensures proper change management procedures are followed and backups are made before implementing any changes.
• Assists in maintaining an accurate inventory of network equipment
• Provides supervisor with progress/status updates on a regular basis or upon request and ensures supervisor is informed of any scheduling delays or conflicts.
• Remains cognizant of and works towards department mission and goals.
• Utilize excellent customer service skills and exceed the customers' expectations
• May need to work irregular hours and be on-call.
• Performs testing and installation of electronics hardware used in implementing telephone services
• Monitors and analyzes system traffic and performance for problem indication. Determines causes of problems and initiates corrective action.
• Responsible for executing software changes and modifications to the PBX system
• Works with the Network Engineering team as a technical back-up for the data network.
• Performs CAT-5 installation, testing, and troubleshooting when required

NONESSENTIAL JOB FUNCTIONS

• Shares tips, techniques, and information with peers.
• Attends and participates in various meetings as required.
• Performs other work as assigned.

Minimum Qualifications

MINIMUM QUALIFICATIONS

• High school graduate or GED.
• Courses in computer science from a technical school or college preferred.
• Minimum of 1 to 2 years of technical support in software and network experience.
• An equivalent combination of training and professional experience may substitute for educational requirements.

LICENSES/CERTIFICATES

• Must possess and maintain a valid Florida Operators Driver's License with an acceptable driving record.

RESIDENCY REQUIREMENT

• Must be able to be onsite within sixty minutes when called for an emergency.

Supplemental Information

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in network configuration and network environments with good diagnostic and troubleshooting abilities.
• Familiar with network protocols and network components.
• Experience in troubleshooting multiple MS Windows environments: 7, 10, Server 2008, Server 2012.
• Advanced experience in MS Office applications and their integration with other application systems at the premise.
• Experience in physically and remotely installing/connecting network equipment in a variety of deployment environments.
• Ability to provide exceptional customer service, maintain patience and remain calm in stressful situations.
• Ability to relate instructions and answer questions in non-technical terms to address individuals on their level. Can provide organized and informative direction to customers.
• Effectively utilizes time management to perform multiple tasks concurrently and meet established deadlines.
• Relies on instructions and pre-established guidelines to perform the functions of the job. Works under general supervision.
• Ability to read and comprehend technical and business material to stay abreast of technology trends and changes.
• Ability to learn new methods, procedures, and operations.
• Ability to communicate effectively, orally and in writing.
• Ability to work well in a team environment
• Ability to establish and maintain effective working relationships with the general public, employees, and public officials.
• Ability to maintain a flexible work schedule.

This is not necessarily an exhaustive list of all responsibilities, knowledge, skills, and abilities, associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technological developments.)

The City of Ocala provides a competitive, comprehensive benefit package for all full-time employees.

Health Insurance

We offer both single and family coverage, for employees working 30 or more hours per week.

Dental Insurance

For full time employees, we offer both single and family dental coverage.

Vision Insurance

For full time employees, we offer both single and family vision coverage.

Life Insurance

For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life. For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life.

Short Term and Long Term Disability

Offered to full time employees, STD and LTD coverages are income replacement benefits that assist policyholders who are unable to work for an extended period of time due to sickness or accidental injury.

Medical FSA (Flexible Spending Account) and Dependent Care FSA

Flexible spending accounts allow employees to pay out-of-pocket medical, dental, vision, and dependent care expenses using pre-tax dollars.

Pet Insurance

We also offer special pet insurance for your pets in the case of illness or accidents, as well as preventative care.

Employee Health & Wellness Center

The City of Ocala offers the use of the City Clinic for those employees, and covered dependents over the age of 8, which have elected one of our health insurance plans. Services offered by the City Clinic include primary care, chronic disease management, labs, x-rays, and wellness coaching.

Voluntary Cancer Insurance

For full time employees, the cancer insurance policy can help provide security if you, or a covered dependent, suddenly become diagnosed with cancer.

Supplemental Critical Care Insurance

Our full time employees have the option of electing critical care insurance that is available to help with medical expenses that could arise from things such as a heart attack or stroke.

Supplemental Accident Insurance

Also available to full time employees, is our Accident Coverage. This supplemental plan can be used to help with expenses like MRIs, physical therapy, and hospital admission.

Legal Plan Insurance

Full time employees can have access to local attorneys for a monthly fee and receive discounts on services such as legal consultation, wills, traffic violations and the purchase or sale of your home. The carrier also has a separate policy assisting with the matter of identity theft and social media monitoring.

Deferred Compensation Plan

Deferred compensation is available to all full-time employees at the time of employment. This benefit allows the employee to defer income without paying taxes until money is withdrawn. Current plan is administered through MissionSquare.

Direct Deposit

Direct deposit automatically deposits your net pay each pay period to your checking or savings account at your own financial institution. Direct deposit is a condition of employment for a person hired by the City.

Each pay period the employee receives an earnings statement showing gross pay, taxes, other deductions, accruals and net pay. Enrollment forms are available at Human Resources or Payroll.

Discounts - Theme Park

Discounts are available to all non-temporary employees at the time of employment.

Employee Assistance Program (EAP)

The Employee Assistance Program is available to all full-time employees and members of your household as an employer paid benefit. The EAP offers emotional wellbeing support in the form as counseling sessions and all sessions are confidential. The EAP also provides daily life assistance, legal services, and financial services.

Holidays and Paid Time off

The City provides paid holidays and paid time off for full-time employees. Refer to the Employee Handbook for details.

Retirement Plan

All full-time employees hired after 10/01/2013, apart from Sworn Police Officers and Firefighters, are enrolled in the 401a Defined Contribution Retirement Plan with MissionSquare. All contributions to the 401a Defined contribution plan are pre-tax and earnings grow tax-deferred. The City contributes 8% and employees contribute 3%. City contributions are 100% vested after one year of employment. You will be enrolled automatically and should take time to review your investment options at your earliest convenience.

Training Programs

The City is committed to provide training programs for all departments and all positions. Risk Management conducts classes in Defensive Driving, Safety, and Insurance. With rare exceptions, classes are offered during working hours, and are open to all eligible employees.

Tuition Reimbursement

All regular, full-time employees are eligible to participate in the tuition reimbursement program.

01

Do you possess a valid State of Florida Operator Drivers License with an acceptable driving record OR If you possess a valid out of state license, do you have the ability to obtain a Florida Drivers License prior to employment?

• Yes
• No

02

Do you have a high school diploma or GED?

• Yes
• No

03

How many years of technical support in software and network experience do you possess?

• None
• Less than 1 year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7+ years

04

Do you understand that you must able to be onsite within sixty minutes when called for an emergency?

• Yes
• No

05

If you feel you qualify for this position due to an equivalent combination of training, education and experience, please explain below:

06

I understand that all information I provide regarding my background, education, certifications, licenses, and work history is subject to verification once an offer of employment has been extended and accepted. I further understand that any false, misleading, or incomplete information, or the omission of relevant information, may be grounds for disqualification from consideration, withdrawal of an employment offer, or dismissal from employment if discovered after I begin work.

• Yes
• No

07

I understand that, as a condition of employment with the City of Ocala, I will be required to review and electronically sign a Policy and Consent form related to the Lytx in-vehicle safety system. I understand that this consent includes acknowledgment of the collection and use of video, audio, location, and, where applicable, biometric data for safety, compliance, and operational purposes. I further understand that on my first day of employment, an email from noreply@lytx.com will be sent to my City of Ocala employee email address with instructions, and that the form must be completed within twenty-four (24) hours of my official start date.

• Yes
• No

08

Have you provided a complete employment and education history covering the past ten (10) years, or dating back to high school graduation, whichever period is shorter, within your NeoGov application and/or master profile? Please note: Resumes are welcome; however, they do not substitute for a completed application. Applications that do not include the required employment and education history, or that are otherwise incomplete, will be rejected and will not be considered for further review.

• Yes, I have provided a complete employment and education history and understand that incomplete applications will be rejected.
• No

Required Question

Employer City of Ocala

Address 110 SE Watula Ave

City Hall, 3rd Floor

Ocala, Florida, 34471

Phone 352-629-8359

Website https://www.ocalafl.gov/