Help Desk Technician #1330 - Information Technology - Finance Division

Under direct supervision, serves as the initial point of contact for all problems associated with the use of Hamilton County Information Technology Services.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, physical requirements, knowledge, skills, abilities, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

Acts as first call resource for Hamilton County Information Technology Services end users by responding to telephone calls, e-mail and personnel requests for technical support. Identifies, logs, tracks and monitors all problems to ensure that customers are assisted as quickly and efficiently as possible. Maintains contact with users on operational and production problems. Assists systems and programming personnel as requested. Logs, documents and maintains history records on HCITS equipment, production and connectivity problems. Researches and resolves technical problems involving hardware failure, Operating Systems, software applications and network access. Assists in maintaining cybersecurity best practices by identifying suspicious activity, enforcing account security procedures, and escalating cybersecurity concerns in accordance with County policies. Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed. Provides remote support and basic end-user training as needed. Performs other related duties as assigned.

Knowledge of federal, state and county laws, rules, regulations, practices and procedures related to information technology systems, cybersecurity, telecommunications, and computer operating systems.

Knowledge of technical hardware and software systems analysis methods and practices.

Knowledge of Microsoft Windows operating systems maintenance and troubleshooting.

Knowledge of information system monitoring methods, practices and procedures.

Knowledge of customer service/public relations practices.

Skill following established practices and procedures.

Skill analyzing and identifying customer/client needs.

Skill monitoring and troubleshooting information operating systems and related peripherals.

Skill providing technical support and training to end users.

Skill utilizing customer service/public relations techniques when responding to inquiries and complaints.

Skill establishing and maintaining effective working relationships and collaborating with team members.

Strong verbal and written communication skills.

Strong problem-solving skills.

Strong technical/mechanical aptitude.

Skill in and strong attention to detail.

Ability to prioritize and manage multiple support requests in a fast-paced environment.

A Bachelor’s Degree in Computer Information Systems or Computer Science. Must possess a valid driver’s license. 

OR

An Associate’s Degree in Computer Information Systems or Computer Science plus two (2) years of closely related computer experience. Must possess a valid driver’s license.

OR

The equivalent of a high school diploma and four (4) years of closely related computer experience. Must possess a valid driver’s license.

ADDITIONAL REQUIREMENTS:

Prior to operating a County-owned vehicle, all employees are required to complete the HC Defensive Driving course and/or an Emergency Vehicle Operations Course (EVOC) provided at the department level. 

PHYSICAL REQUIREMENTS:

Work requires long periods of attention to detail, extensive computer keyboarding, and occasional lifting, bending, kneeling, moving, carrying, climbing ladders, stooping or crawling to fix or connect computer terminals and peripherals weighing up to 35 pounds; requires variable shift work, weekends and on call.

ADDITIONAL INFORMATION:

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Any overtime hours offered in this position are not guaranteed, are an estimate, and are subject to change.

All positions within Hamilton County Government are considered work in-person and require regular and punctual attendance.

All positions within Hamilton County Government may require work on Holidays or weekends. Additionally, irregular hours and shift work may be required, including possible extension of shift hours, at times with short notice.

AN EQUAL OPPORTUNITY EMPLOYER
Hamilton County does not discriminate on the basis of race, color, national origin, sex, religion, age, or disability in employment or the provision of services. A copy of Hamilton County's Equal Employment Opportunity Plan (EEOP) & Utilization Report is available on the County’s Equal Employment Opportunity (EEO) Office home page.

https://www.hamiltontn.gov/Department_EqualEmploymentOpportunityOffice.aspx

Salary : $43,157 - $53,946