It Help Desk/Support Specialist
Converse County Technical Services Department has a full-time employment opportunity for an IT Help Desk/Support Specialist! Under the administrative direction of the Converse County Technical Services Director, the IT Help Desk/Support Specialist performs a wide variety of routine semi-skilled work in the technology field. This is a full-time position and includes County benefits. Starting pay: $46,800.00, DOE FLSA Status: Nonexempt, hourly Classification: Full-time
Job Summary: Under the direction of the Technical Services Director, the IT Help Desk/Support Specialist assists in the installation, operation, and maintenance of the County's computer and information infrastructure, and is the main point of contact for employees who are experiencing difficulties with their computer systems or otherwise in need of technological assistance. Other duties may be assigned.
Essential Duties & Responsibilities
- Technical Support: Provides first-line technical support and troubleshooting for incoming questions and problems related to various hardware and software issues. Resolves help desk tickets and follows up on service calls. Provides computer operator training and onboarding for new and existing users. Writes and updates standardized procedures for various IT-related tasks.
- Computer Systems Maintenance: Installs new computer workstations, along with relevant software and peripheral hardware, both for new users and as part of regular systems upgrades. Monitors systems for continuing functionality and proactively implements updates, replaces equipment, etc. to ensure smooth operation of all systems, coordinating with the IT Staff as necessary. Provides support to the IT department on infrastructure installation projects by physical support, recommending equipment purchases, maintaining up-to-date documentation, and other tasks as required.
- Technical Security: Maintains confidentiality with regard to the information being processed, stored, or accessed by the network. Assures compliance with state and Federal policies and regulations within all facets of the Department.
Minimum Qualifications
- Education/Experience: High school diploma or GED. Knowledge of Microsoft Office products, including Word, Excel, Outlook, and Access required. Should hold CompTIA A+ certification or equivalent certifications, or demonstrate comparable knowledge or skills. Prefer two (2) years technical support or customer support experience.
- Language Skills: Ability to read, interpret, and write documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to explain complex technical subjects and procedures in oral and written form to customers of varying levels of technical proficiency, both in one-on-one settings and in front of a group.
- Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
- Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to track, schedule, and prioritize multiple customer requests, department projects, and regular maintenance tasks in a consistent and timely manner. Ability to independently assess the status of customer and department needs and act accordingly.