Position Purpose:

We are seeking a skilled Help Desk Analyst to join our team. The Help Desk Technician is responsible for assisting the Information Technology Director with the day-to-day operations of all computer and technology systems in the county. Successful performance helps ensure the efficiency and effectiveness of county operations.

Position Responsibilities:

· Responsible for assisting in maintaining reliable and efficient operation of county networks, servers, email, and broadband systems.

· Provides support during normal business hours with 24/7 on call expectation for emergency related matters.

· Will be required to perform duties of the IT Director in their absence.

· Respond to incoming support requests via phone, email, ticketing system or other implemented means of communication in a timely manner.

· Provide technical assistance and troubleshooting for hardware, software, and network-related issues.

· Perform initial diagnosis of technical problems and escalate complex issues to appropriate IT personnel.

· Install, configure, and maintain computer systems, peripherals, and software applications.

· Assist with user account management tasks such as password resets, access provisioning, and account creation.

· Document and track all support activities, including resolutions and follow-up actions, in the ticketing system.

· Collaborate with other IT team members to implement IT policies, procedures, and best practices.

· Conduct periodic system checks and updates to ensure security and performance.

· Provide user training and guidance on IT systems and tools as needed.

· Responsible for adding/removing employees in the system.

Position Requirements

Education, Licenses, Certifications, and Training Requirements:

· Associate degree in networking, computer science, or a related field;

· Minimum of 2-3 years related on-the-job experience providing technology support or any equivalent combination of education, training and experience that demonstrates the ability to perform the duties of the position.

· Must maintain a valid Class C Driver’s License

· Must be insurable under county’s insurance policy.

Experience and Preferred Qualification:

· Diverse technological background and experience on systems including but not limited to computer networking and security, website design, helpdesk support, hardware repair, software support, wireless and mobile systems, and geographic information systems.

· Familiarity with Unitrends backup systems and Microsoft Server a plus.

· Passion for problem-solving and customer service.

· Experience working in a tech-related field.

· Ability to breakdown technological processes and deliver clear, step-by-step instructions.

· Patient, friendly demeanor with great aptitude for listening.

Knowledge, Skills, and Abilities:

· Skill in prioritizing and planning.

· Ability to communicate with others using tact and diplomacy.

· Ability to self-direct and exercise considerable judgment.

· Ability to diagnose and resolve a variety of technical problems.

· Ability to adapt to change and take initiative and work with limited supervision.

· Must be capable of regular and predictable attendance in order to perform assigned tasks.

· Must receive, review, and understand the policies of the county as set forth in the Employee Handbook and agree to abide by those terms and conditions.

Work Environment:

· The position is in an indoor office setting and requires frequent use of office equipment such as computers, copiers, fax machines, and telephones.

· This position will cover multiple locations throughout the county. Frequent travel within the county borders will occur.

· Travel outside of the county for position related matters, such as training and meetings, will be necessary on occasion.

Physical Demands:

· Position requires frequent use of fingers, hands, and close vision.

· Position requires some interaction/communication with other employees as well as department affiliates.

· Work requires the employee to sit for up to eight hours at a time and to occasionally stand, bend, reach, work at a counter, lift and carry items weighing up to 20 pounds, 50 pounds with assistance.

· Position may require occasional weekend, early morning, and late-night work hours. Holiday work may be required in case of emergency.

This job description is not intended to be all-inclusive. An employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

Clayton County reserves the right to revise or change the job responsibilities as business needs arise. This job description does not constitute a written or implied contract of employment, other than an "at-will" employment relationship.

Job Type: Full-time

Pay: $20.79 - $25.04 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Ability to Commute:

• Elkader, IA 52043 (Required)

Work Location: In person