Position: ITS Help Desk Representative
Pay Rate: $19.77 Per Hour
Schedule and hours: Full time 8am – 5pm, Monday- Friday
CONTRACT position with reSOURCE Government Services working at Martin County BOCC Information Technology Services DepartmentMust be able to pass criminal background, drug testing and MVR

Detailed job description:

This is professional and technical work assisting Martin County units by establishing the first point of contact for the Help Desk. Work involves operating and maintaining Help Desk incident requests submitted by Information Technology Services customers. An employee in this position is the focal point for reporting all problems and resolutions including monitoring of data communications, on-line applications, and large complex network systems on a variety of hardware platforms. This position reports to the Technical Services Manager and the work is evaluated based on quality of results obtained, conferences, feedback from customers and reports.

In the event of a natural or man-made disaster that may threaten the area, the employee may be required to perform emergency duties as directed.

ESSENTIAL DUTIES / RESPONSIBILITES:
(Note: The listed duties are illustrative only and are not intended to describe each and every function, which may be performed in the job class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)
Obtain and enter pertinent information from customers that are calling Information Technology Services Department for assistance. 
The knowledge-based software would be used to search for solutions for the caller and if none are found, the incident would be dispatched to the specialist that handles the item.
Answers Help Desk phones/email and uses first level problem determination techniques to analyze and solve problems.
Interfaces with internal staff, external service providers, and customers to facilitate timely resolution of all reported problems. 
Maintains contact with customers until a problem has been resolved informing them of current status.
Initiates recovery procedures for personal computers, printers and devices within the Martin County network.
Must be able to function accurately in a fast paced, pressure oriented atmosphere. 
Performs work related to this job description as required.

KNOWLEDGE, SKILLS AND ABILITIES:
(Note: The knowledge, skills, and abilities identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Knowledge of customer service desk software. 
Knowledge of Windows operating systems. 
Working knowledge of the functions, workflows and procedures involved in customer service front-line support.
Knowledge in the use of desktop applications, such as Microsoft Office productivity products (Word, Excel, PowerPoint, Outlook). 
Ability to understand and execute oral and written instruction.
Ability to use first level problem determination procedures to analyze and solve problems
Ability to instruct others and to explain steps taken to resolve problems.
Ability to maintain effective working relationships at all levels. 
Ability to apply technical knowledge in a logical progression to diagnose customer problems. 
Ability to communicate effectively with strong emphasis on telephone skills. 
Ability to troubleshoot problems through the use of computer diagnostic tools.

EDUCATION AND EXPERIENCE:
Associates Degree in Computer Science, Information Technology or closely related field. and two (2) years of experience in providing end-user support and resolving technical hardware and/or software problems.
Additional qualifying education and/or experience which provide the necessary knowledge, skills and abilities may be substituted one for the other on a year for year basis.