Help Desk Support

Position Objective

Level I technical support represents those with the capacity to provide first level technical support to end users via phone, remote access, and on-site. This will include but not be limited to, troubleshooting and resolution of end users’ PC issues (hardware/software), configuration and installation of desktops/laptops, troubleshooting of network printing and scanning systems. This position also is responsible for support of mobile devices and functionality and the administration of mobile devices. The position manages level I support requests and may escalate complex support matters to level II technicians. Work is generally managed through prescribed processes, routine technical solutions, and problem solving. Travel, after hours work and on call work may be required.

Level II technicians provide technical support for assigned server applications, workstations, desktop applications, peripherals and networks. They participate in the maintenance and optimization of county server roles, storage utilization, infrastructure, software, and related components to achieve the most effective performance from the various business applications. Level II technicians may also provide technical support for assigned enterprise-wide technologies such as email systems, remote client connectivity, centralized configuration applications, unified communication systems, virus protection systems and various other applications.

Essential Duties & Responsibilities

• Provide technical support for network access, email, virtual private network (VPN), IP telephone, printers, scanners and other personal computer peripherals.
• Provide installation, troubleshooting and maintenance of software applications.
• Assist with creation of and maintenance of PC images.
• Follow standard help desk operating procedures; accurately log all help desk contacts using call-tracking software.
• Maintain operational documentation.
• Direct calls to appropriate level of support staff as necessary to resolve problems.
• Support hardware and software installations, as well as general configuration issues.
• Assist with on and off-site data storage/backups.
• Maintain accurate records of status and location of all computing equipment, using asset management software.
• Set up technical aspects of video conferences and meetings.
• Assist in installation, troubleshooting and maintenance for mobile/remote worker hardware and software. This includes laptops, tablets, smart phones, etc.
• Troubleshoot malware and virus programs.
• Assist in-house staff as needed.
• Provide recommendations, installation, trouble shooting and maintenance for mobile/remote worker hardware and software.
• Provide Support of GPS technology.
• Understanding of two factor authentication technologies.
• Research software and hardware products to help with recommendations and to support purchasing efforts.
• Assist the maintenance of Active Directory.
• Assist in the configuration of Group Policy.
• Perform work outside of the normal business hours.
• Perform other duties as requested or required in a highly effective and professional manner.

Minimum Qualifications

Minimum Qualifications - Technical Support Technician I

• Associates degree in information technology or related field or equivalent knowledge gained through a combination of related experience and/or education.
• Knowledge of current versions of Windows Operating Systems.
• Knowledge of current versions of Microsoft Office Suite.
• Knowledge of Mobility concepts, mobile device functionality and mobile device operating systems.
• Work experience in a PC support environment.
• Valid State issued driver’s license.

• Associates degree in information technology or related field or equivalent knowledge gained through a combination of related experience and/or education.
• Three or more years experience of a similar nature and scope of responsibility.
• Knowledge of Windows Operating Systems Windows 10 or higher.
• Knowledge of Microsoft Office Suite – 2016 or higher.
• Knowledge of Mobility concepts, mobile device functionality and mobile device operating systems.
• Work experience in a PC support environment.
• Valid State issued driver's license.

Desirable Qualifications

• Knowledge of Mobile technology.
• Basic understanding of Microsoft Active Directory.
• Customer service experience.
• Strong oral and written communication skills essential.
• Self-starter with an ability to work with limited supervision.
• Establish and maintain effective working relationships with other employees.
• Perform mathematical computations accurately and explain results.
• Learn terminology, policies and procedures regarding departmental functions.
• Ability to think ahead, consider consequences, outcomes and potential problems.
• Acquire knowledge of other government offices and their relations to this office.
• Make work decisions in accordance with laws and policies.
• Perform multi-tasks in a timely manner.
• Proficient in Windows desktop operating systems Windows 7 or higher.
• Knowledgeable in Microsoft Office Suite – 2010 or higher.
• Basic knowledge of local area network (LAN) operations and troubleshooting skills to include Microsoft Networks.
• Knowledge and experience with remote control/access tools.
• Ability to address all requests in priority order and track through completion.
• Working knowledge of Microsoft Windows file system, directory structure, hierarchical requirements and local desktop user capabilities.
• Ability to answer telephone and respond accurately and courteously to inquiries.
• Ability to plan, organize and prioritize.
• Must possess analytical and problem solving skills.
• Ability to diagnose computer component issues.
• Ability to repair computer components.
• Considerable knowledge of the personal computer environment and all supported software.
• Ability to learn new concepts quickly.