Wakulla County, FL - Helpdesk Support (Shift 3: 12:00AM - 8:00AM)

Job Description

Job DescriptionJob Summary
This position supports a contract for Wakulla County, FL Information Technology (IT) Services. The Helpdesk Support Specialist will serve as the first point of contact for technical support, providing remote and occasional onsite assistance for county staff. Responsibilities include troubleshooting hardware, software, and network-related issues, and ensuring timely resolution of user support tickets. The role requires availability between the hours of 12:00AM – 8:00AM EST to support during emergencies and escalations. This is a remote position with some on-call and onsite support requirements.

Responsibilities and Duties

• Provide 24/7 remote helpdesk support to users via a customer portal, phone, or email.
• Offer technical assistance for desktops, laptops, printers, scanners, and other peripherals.
• Deliver on-site technical support when required for complex or escalated issues.
• Collaborate with senior engineers to resolve escalated IT issues, including on-location response.
• Offer after-hours support in the event of manmade or natural disasters.
• Assist users with common issues such as virus protection, software installation/upgrades, and troubleshooting everyday IT challenges.
• Provide system and software support across all county network users and departments.
• Maintain detailed records of support interactions, issues, and resolutions using a ticketing system.
• Advise users on best practices, security protocols, and available technology resources.
• Ensure quick turnaround of user support needs with a high level of customer satisfaction.

Qualifications and Skills

• CompTIA A+ certification (required).
• Associate's or Bachelor's degree in Information Technology or a related field.
• 1–3 years of experience in helpdesk or desktop support roles.
• Strong knowledge of Windows operating systems and common productivity software.
• Familiarity with remote desktop tools and support platforms.
• Excellent interpersonal and communication skills to provide effective user support.
• Ability to manage multiple requests simultaneously and prioritize urgent issues.
• Capable of working independently in a remote capacity with occasional onsite requirements.
• Flexibility to provide after-hours support when needed, especially during critical incidents.
• Customer service-oriented mindset with a focus on problem resolution and user satisfaction.

What We Offer

• Benefits: Comprehensive health, dental, and vision benefits 
• Retirement: 401K savings plan with company match 
• Work Environment: Remote flexibility with occasional travel to federal sites as needed
• Paid Time Off (PTO): Generous PTO and federal holidays
• Performance Evaluation/Retention Bonus: Opportunity for performance-based bonuses 

Equal Opportunity Employer
Emerging Tech, LLC is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing a workplace that is inclusive and free of employment discrimination on the basis of race, color, religion, sex, national origin, age, disability, or any other status protected by applicable federal, state, or local law. This commitment extends to all aspects of employment, including hiring, promotion, transfer, compensation, benefits, training, social, and recreational activities.
We value diversity and strive to create a positive and inclusive work environment where all employees are treated with dignity and respect. Decisions regarding employment are made based on an individual's qualifications as they relate to the job for which they are applying.

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