Help Desk

Job Description
The End User Support Technician (IT) is responsible for providing technical support to
all internal and external users who utilize County systems. The End User Support
Technician takes/prioritizes incoming requests, performs troubleshooting, resolves and
documents issues for all County computing technology including hardware, software
and basic network support. Maintains excellent working relationships with IT staff and
supported users. Supports other IT staff as needed.
Key Responsibilities
The following duties are normal for this position. These are not to be construed as
exclusive or all-inclusive. Other duties may be required and assigned.
Assists all users (internal and external) with software/hardware/network requests
and issues related to County provided systems. Identifies root cause of problem
and fixes it. Accurately maintains required documentation (steps taken, time
logged, etc.) in work order system for each issue.
Resolves issues/requests in an efficient and timely manner. Follows up with
users as needed to verify issue is resolved. Escalates issues to other IT staff
when appropriate.
Monitors, prioritizes, and responds to requests from multiple sources including
phone, voicemail, email, and walk-ups.
Monitors operating status of critical systems, identifies critical messages, and
works with IT staff to determine appropriate corrective action.
Prepares/Updates training materials and documentation of systems for
Departments, internal IT, and external users. Trains users on proper usage of
hardware/software.
Consults hardware/software manufacturers as needed to resolve issues.
Processes Security Access and Project Requests.
Assists IT Teams with backup and user security (password resets, Citrix logins,
and computer account administration).
Setup, configuration, testing and deployment of new/replacement hardware and
software. Creates and maintains device images as needed. Performs preventive
maintenance.
Assists with maintenance of records/licenses/registration/warranty of hardware
and software. Maintains proper levels of IT inventory and dispose of outdated
equipment from inventory.
Recommends new products and procedures. Researches education materials,
new software releases and technology.
Verifies all County users follow established IT standards.
Uses tools to configure, test and automatically deploy system wide installations
and updates.
Schedules, manages and supports the training room and loaner devices
including application setup, hardware setup and security access.
Administrates, maintains, and monitors the internal IT work order system.
Coordinates equipment moves between Maintenance, End Users, and IT staff.
Participates in On Call Rotation.
Performs other duties as assigned.
Education/Certifications/Experience Requirements
Associate degree in an IT related field with three years Help Desk or networking
experience.
Or any combination of education and experience that provides equivalent
knowledge, skills, and abilities.
Required or Preferred Skills
Strong ability to take ownership of assigned tasks and responsibilities.
Excellent organizational and time management skills. Ability to manage
schedule.
Maintains high level of knowledge of all County systems and their related
interfaces.
Considerable ability to work with, take apart, setup and troubleshoot a variety of
hardware devices (PC's, laptops, WYSE, Smartboards, printers, scanners, etc).
Considerable knowledge of modern operating systems (Windows 7, 8, 10, etc)
and add-ons such as JAVA.
Considerable knowledge of Microsoft Office platform and commonly used tools
such as Adobe.
Considerable knowledge of Active Directory, Domains, Group Policies.
Considerable knowledge of Antivirus/Malware remediation hardware/software.
Considerable knowledge of Citrix products.
Working knowledge of Voice Systems (Phones, Voicemail, Conference Bridges,
etc).
Working knowledge of Imaging Software, document management tools.
Considerable knowledge of Smart phones and tablets (iOS and Android).
Considerable knowledge of basic networking concepts (wireless, client/server
topology, etc).
Considerable ability to troubleshoot in unfamiliar environments. Ability to properly
utilize logging information to diagnose issues and troubleshoot problems.
Recognize trends to identify root cause issues.
Considerable ability to adapt and learn new technical concepts.
Considerable ability to learn new software with or without formal training.
Excellent communication skills and exceptional customer facing skills with a high
degree of professionalism.
Logical, clear, and concise written and verbal
communication skills.
Must display initiative, ability to work independently and within a team and be
able to use independent judgment.
Ability to react quickly to a fast paced, rapidly
changing environment.
Experience and discretion in handling confidential information.
Considerable ability to coordinate multiple tasks at once.
Ability to troubleshoot in unfamiliar environments.
Physical Requirements
Ability to communicate for long periods of time on the phone.
Regularly required to sit; reach with hands and arms; and talk or hear.
Frequently required bend, stoop, lift, and move computer equipment.
Occasionally required to stand, kneel and crouch.
Ability to lift, carry, push, pull or otherwise move up to 25 pounds regularly and
up to 50 pounds occasionally, understanding and utilizing proper body
mechanics.
Language Ability and Interpersonal Communication
Ability to read, comprehend and interpret a variety of documents including
computer documents and graphics, log sheets, policies and procedures,
inventory reports, product literature, hardware and software manuals, trade
publications, and general correspondence.
Ability to analyze and design information flow.
Ability to analyze software/hardware and make recommendations.
Ability to understand and interpret departmental user needs.
Ability to problem solve issues between department and IT and to resolve
conflicts.
Ability to prepare a variety of documents including equipment placement and
requirement reports, purchase requests, hardware/software documentation, and
general correspondence in a clear and concise manner.
Ability to use and interpret computer related terminology.
Ability to maintain confidentiality.
Ability to work independently making sound decisions using good judgment.
Ability to communicate effectively with County department personnel, computer
users, consultants, sales representatives, outside agencies, and the general
public verbally and in writing.
Ability to apply common sense understanding to carry out instructions and make
decisions.
Requirements
Skill Required / Desired Amount of Experience Proven work experience with enterprise data governance Required 3 Years Proven work experience with the OneTrust platform (Data Mapping, Data Discovery, Data Catalog, Assessments) Required 2 Years Proven work experience creating documentation for internal and external audiences, technical and business audiences Required 3 Years Proven work experience supporting the creation and presentation of knowledge and training Required 3 Years

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