Help Desk Technician III

The Information Technology Department is currently seeking a Help Desk Technician that can work independently in a fast-paced environment and can multitask. This individual will provide helpdesk support/solutions that include but are not limited to hardware diagnostics and repair system software installation/troubleshooting for all County departments. The position is required to use the County's call tracking software to record the progress of calls and provide management with detailed status reports.

• Maintain a complete log of helpdesk call activity in the current tracking software for use by management to monitor issues;
• Provides 1st, 2nd and 3rd level phone and in person support for all County departments;
• Communicate with management, fellow team members, internal customers (user) local and remote;
• Complete all training assignments;

• Perform the installation, repair and preventative maintenance of personal computer and related systems;

• Diagnose and corrects a wide range of PC issues;

• Assist in determining suitable software to meet user requirements;

• Troubleshoot/install/update software and hardware failures (for both PC and MAC) and identifies network problems when they relate to personal (desktop or laptop) computers and peripherals;

• Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel;

• Provide ticket status updates to end users, Service Desk, and management as required, including updating ticketing systems (with attention to detail in the documentation and resolution);

• Provide technical assistance to a wide range of user technical ability (software/hardware);

• Must have working knowledge of Microsoft Active directory, specifically user account creation, deletion and rights modification;

• Escalate tickets when appropriate and necessary;

• Follow through with a ticket to its resolution;

• Work successfully on the team with limited supervision;

• Contribute to a positive office environment;

• Troubleshoot with and explain technical issues to novice users;

• Support and maintain effective relationships with users and other team members;

• Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support;

• Work with 3rd party vendors for support and resolution;

• 80% 2nd - 3rd level PC/MAC and peripheral technical support - provide clear and concise troubleshooting and resolution information in the ticketing system Provide timely resolution or escalation as required;

• 10% Mentor team members;

• 10% Create and maintain IT and customer-based support procedures;

• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to keep current with and maintain a working knowledge of Personal Computers and associated software in a Local Area Network environment.

• Associates degree in Computer Science or equivalent, a combination of education and work experience preferred;

• Image creation and script-writing knowledge would be a plus;

• 2-4 years IT experience, 3 years minimum in Desktop support. ITIL, A+, Net + and Microsoft certifications are preferred;

• Appropriate level of hardware experience;

• Appropriate level of software experience;

• Excellent written and oral communication skills;

• Excellent organizational skills;

• Excellent interpersonal and customer service skills;

• Must be able to work independently or part of a team.

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 stand; walk; sit; and talk and hear. The employee frequently is required to taste or smell. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.

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 function. The noise level in the work environment is usually moderate.