Description

• Are you good at resolving complex IT/technical issues?
• Would you enjoy collaborating with a diverse workforce?
• Do you possess great customer service skills?

Examples of Important Duties

The IT Help Desk Specialist provides end-user support in various areas such as desktop support, telecommunications, mobile devices, Active Directory permissions, peripheral devices, and software. The position requires excellent analytical, communication, and problem-solving skills, as well as the ability to work collaboratively and adapt to new technologies. The position requires a thorough understanding of Park Police operations and specific hardware and software used by officers and the Communications team.
Essential Functions

• Help Desk Support: Acknowledges assigned Help Desk tickets in a timely manner; resolves tickets and documents the solution in the Help Desk database through the appropriate program/software.
• PC Support and Troubleshooting: Configures and deploys new MDTs / desktops / laptops / tablets / and printers; troubleshoots existing devices and peripherals; and installs and troubleshoots both standard and specialized applications.
• Maintains a clear understanding of Park Police operations in order to provide thorough and timely support to Park Police officers and our communications/ dispatch team.
• Supports Park Police specific hardware and software associated with MDTs, body-worn cameras, vehicle printers, license plate recognition systems (LPRs), tasers, radios, and various other applications.

• Respond quickly to Help Desk tickets; provide thorough service to the customer; and document all work completed. Troubleshoot hardware and software problems, printers, MDTs, VPN and LAN connections. Install software patches, fixes, and updates; scan for viruses and malware to detect and clean infections.
• Install, configure, and test hardware/software and peripheral equipment. Perform research and analyses to determine the most effective way to resolve regularly occurring problems, including a range of non-standard problems.
• Under supervision, conduct system analysis to determine end-user needs for new software or hardware. Develop plans for configuring, testing, and installing systems; research hardware and software capabilities, compatibility, and other characteristics.
• Under direction, participate in performing network administration tasks. Add, delete, modify objects in Active Directory; give immediate attention to common end-user problems.
• Under direction, place service calls to providers during outages or intermittent problems; perform troubleshooting and provide remedies; respond to alarms from network monitoring system and take appropriate action to resolve issue(s).
• Participate in the development and recommendation of standards, policies, and procedures; assist in developing goals and objectives. Create project plans for migrations and implementation of new systems; prepare end-user and technical documentation. Keep supervisor informed of work activities, progress, and problems.
• Maintain up-to-date knowledge of hardware and software in use at the Commission. Operate computers proficiently with advanced knowledge of core software used in the Commission including Microsoft Office 365 and specialized software.
• Communicates effectively in writing and orally. Prepares written communications and makes oral presentations in meetings as needed.

• Excellent analytical, logical thinking, and problem-solving skills.
• Effective communication skills, to include verbal, written, and active listening.
• Ability to communicate technical information to team members, and non-technical staff.
• Collaborative with a strong work ethic, a cooperative spirit, and creative thinking.
• Interpersonal skills to interact in a customer service-oriented manner; this includes skill in establishing and maintaining effective working relationships and being a team player.
• Adaptable and willing to learn new technologies and applications.
• Ability to respond effectively to competing priorities.
• Ability to thrive under pressure and respond with a sense of urgency.

• Microsoft Windows 10/11, Microsoft Office 365, Microsoft Intune, Active Directory, SCCM.
• CompTIA A , Network and Security certifications.
• Network and computer preventative maintenance, troubleshooting techniques and procedures.
• Computers and peripheral equipment hardware/software and system setup.

Minimum Qualifications

• Associate’s Degree in Computer Science, Information Management Systems, or any related field.
• Three (3) years of experience in information technology support functions.
• An equivalent combination of education and experience may be substituted, which together when total five (5) years.
• Depending upon area of assignment, a valid driver’s license in accordance with both State and Commission rules and regulations. Driver’s license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee’s ability to drive Commission vehicles or perform driving duties required by the position of assignment.
• Pass Commission medical examination.

Supplemental Information

Class/Specification: IT/Telecom Support Specialist II (Term-Contract)