What are the responsibilities and job description for the Help Desk Advanced Support position at Geauga County Auditor's Office?
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Overview
Join our dynamic team as a Help Desk Specialist and become the first line of support for our organization’s IT infrastructure! In this energetic role, you will deliver exceptional technical support to users, troubleshoot hardware and software issues, and ensure seamless operation of our computer systems. Your expertise will help empower employees to work efficiently and confidently with their technology tools. This position offers an exciting opportunity to develop your IT support skills while making a tangible impact on daily operations.
Responsibilities
- Provide prompt and professional technical support via help desk systems, assisting users with hardware, software, network, and operating system issues.
- Troubleshoot and resolve equipment problems related to desktops, laptops, mobile devices, printers, and peripherals.
- Manage customer support tickets efficiently using tools like ServiceNow Remedy to document issues and track resolutions.
- Support network infrastructure including LAN (Local Area Network), VPN (Virtual Private Network), firewall configurations, DNS (Domain Name System), TCP/IP protocols, and Cisco Meraki devices.
- Assist with Active Directory management tasks such as user account creation, password resets, and permissions adjustments; support Windows Server and Linux environments.
- Conduct hardware diagnostics and repairs on computer hardware components; support operating systems including Windows, macOS, and other platforms.
- Collaborate with team members on network troubleshooting efforts involving issues, like network outages, or connectivity problems.
- Support IT infrastructure maintenance activities including software updates, security patches, and system backups; utilize analysis skills to identify root causes of recurring issues.
- Communicate clearly with end-users to explain technical solutions in an understandable manner while maintaining excellent customer service standards.
Requirements
- Proven experience in technical support roles with a focus on help desk operations; familiarity with help desk systems such as ServiceNow is preferred.
- Strong knowledge of Microsoft Office applications and proficiency in troubleshooting software issues across multiple operating systems including Windows and macOS.
- Hands-on experience with computer networking concepts such as LAN/WAN setup, TCP/IP protocols, DNS management, VPNs, firewalls (including Meraki), and network administration tools.
- Ability to troubleshoot hardware problems related to computer hardware components and peripherals effectively.
- Experience supporting Active Directory management tasks along with Windows Server environments; familiarity with Linux is a plus.
- Excellent communication skills with the ability to deliver clear technical guidance to non-technical users.
- Knowledge of IT infrastructure components such as SCCM, GPOs, DNS configuration, and network security protocols.
- Strong analysis skills for diagnosing complex technical issues quickly and accurately.
- Certifications such as CompTIA A , Network , Microsoft Certified IT Professional (MCITP), or Cisco CCNA are advantageous but not mandatory.
Join us in delivering top-tier IT support that keeps our organization running smoothly! We’re looking for motivated individuals eager to grow their technical expertise while providing outstanding customer service in a fast-paced environment.
Please send resume through Indeed or to pmcmahan@geauga.oh.gov.
Benefits:
- Dental insurance
- Health insurance
- Life insurance
Work Location: In person
Salary : $51,618 - $93,972