Work Order Technician

Graduation from high school or equivalent and two years general office/clerical and/or customer service experience with computer experience; or any equivalent combination of related training and experience.  Applicants within six months of meeting the minimum education/experience requirement may be considered for trainee status.
A Valid Florida Driver License is required and a Motor Vehicle Record that meets the requirements of Alachua County policy #6-7; Motor Vehicle Records will be reviewed prior to employment.   If, in the past 24-month period, the applicants Motor Vehicle Record has more than three (3) moving traffic infractions or three (3) or more at fault motor vehicle accidents (or combination of both and /or a conviction/pending charge for driving under the influence) or is in violation of any standard mandated by Federal or State Law or Regulation, the minimum qualifications are not met for the position.

Successful completion of all applicable background checks pre-hire and ongoing are required.


 

This is responsible office work providing technical and operational support for Facilities Management entry and assignment of work orders, as well as oversight of the security/badge card reader system.

 

This is an emergency essential classification. Upon declaration of a disaster and/or emergency, all employees in this classification are required to work.

Advocates building organizational culture through aligning decisions with core values including:  integrity, honesty, respect, diversity, innovation, accountability and communication.

Utilizes and maintains Computerized Maintenance Management System (CMMS) and related hardware and software; tracks work order progress from beginning to completion.
 
Serves as point of contact for work orders; answers customer service calls, processes service requests, and assigns work orders to appropriate supervisor or staff based on work order requests and prioritization.

Serves as point of contact for issues and requests related to security badge/card reader system.
 
Assists with any customer issues to help alleviate complaints; provides efficient and effective customer support for work orders and card reader issues.

Assists department head or designee in reviewing complaints or requests for services from the general public, constitutionals and/or other County departments. Prepares responses to requests; provides background information to supervisor to aid in responding to request.
 
Assists higher-level supervisor with coordinating the activities of employees; issuing instructions and assigning duties; reviewing work; and attends departmental training and/or meetings.
 

Assists with quality management by conducting customer service surveys in order to establish greater levels of customer satisfaction.
 
May assist in the preparation of departmental budgets and prepares reports and statistical data.
 
May drive a county vehicle or travel to various off site locations.  
 
Performs the duties listed, as well as those assigned, with professionalism and a sense of urgency.
 
NOTE:  The above listed examples are intended only as illustrations of the various kinds of   work performed in   positions   allocated   to   this   class.  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.
 
KNOWLEDGE, SKILLS AND ABILITIES
 
Considerable knowledge of office practices and procedures.

Considerable knowledge of established departmental standard operating procedures.

Considerable knowledge of computers and relevant software.

Knowledge of effective telephone etiquette.
 
Knowledge of the techniques used in maintaining complex records.
 
Skill in systematic problem solving.
 
Ability to work with frequent interruptions and changes in priorities.
 
Ability to establish and maintain accurate records and prepare reports.
 
Ability to plan and organize work and manage time effectively.

Ability to follow oral and written instructions.

Ability to effectively communicate, both orally and  in writing
 
Ability to establish and maintain effective working relationships with vendors, constitutionals, County employees and the public.
 
Ability to work independently on multiple tasks and projects; ability to prioritize tasks.
 
PHYSICAL  DEMANDS:  The  physical demands described here are representative of those that must be met by  an employee to successfully perform the essential  functions of this job.  Reasonable accommodations  may  be made  to enable  individuals with disabilities to perform the essential functions.
 
While  performing the duties of  this job,  the employee is  regularly required to talk and hear. The employee is frequently required reach and  to be mobile.
 
The  employee may  occasionally move  up  to 25  pounds. Specific  vision abilities required by this job include close  vision, distance vision and  the ability to adjust focus.
 
WORK ENVIRONMENT: The work environment characteristics described here are representative  of  those   an  employee  encounters    while    performing   the   essential functions of this job.  Reasonable accommodations may be made  to enable   individuals with disabilities to perform the essential functions.
 
The noise  level  in the work environment is usually moderate.