Desktop Support Specialist

Job Summary

Under direct supervision, this classification assists in the Information Technology Division by providing help desk support, computer workstation hardware and software support and equipment troubleshooting to department personnel.

This is the journey-level classification for the Help Desk Technician series. At this level, the incumbent is under general supervision and has responsibility for more complex technology-related duties and troubleshooting tasks.

This series class is specifically distinguished from the Information Technology Analyst classification in that the latter design, recommend and build automated information systems.

Help Desk Technician positions are flexibly staffed; incumbents advance to the higher level after the requisite knowledge, skills and proficiencies are mastered.

JUDGMENT AND RESPONSIBILITY

Incumbents work independently on projects and assignments using generalized policies, procedures and standards. Priorities are often established by immediate user and department needs and may change frequently. Troubleshooting can consume a significant amount of work time, and good judgment is needed to balance planned and unplanned workloads. Incumbents generally have no responsibility for the work of others.

ESSENTIAL FUNCTIONS

When assigned, all of the essential functions and tasks listed below must be accomplished effectively, are standard, and may not be inclusive of all functions and tasks that may be assigned. The department reserves the right to assign or reassign duties as required to achieve business and operational objectives. Essential functions and tasks may include, but are not limited to those listed below.

Receive and respond to inquiries and requests for technical assistance from end-users on computer software and hardware, printers, other peripheral equipment, local area networks, various other platform connections and secure access.

Diagnose hardware, software and network connectivity problems using standard techniques.

Maintain the department's help desk ticketing system and monitor for any trends or open issues.

Install, configure and update new and existing personal computers and laptops, scanners, kiosks, and other office equipment.

Perform basic maintenance on printers and copiers; responsible for coordinating the repair of the copiers and printers with the department's vendors.

Provide basic technical support on the Voice-Over-IP phone systems, including deploying new IP phones and helping department users with basic functions.

Provide basic support for the various audio/video systems.

Maintain inventory records and control logs of computer software and equipment; maintain problem records and compile histories to identify preventive maintenance needs.

Provide support for external customers for the department's remote appearance system.

Assist with connecting personal computers, servers, printers, scanners, kiosk, copiers, phone and other network related equipment to the Local Area Network.

Maintain inventory of basic supplies for printers, copiers, kiosks and the department's file tracking system.

Maintain inventory of ready to deploy equipment which including personal computers, laptops, monitors, printers, scanners, copiers, audio/video equipment, keyboards and mice.

May assist with or maintain the department's website and other online services using common tools and programs.

Install network equipment and cabling as required.

Maintain physical inventory of all tracked Information Technology assets.

May assist other members of the Information Technology Division with projects or basic troubleshooting.

May perform duties at any Placer County Superior department facility and/or other Superior department or judicial branch entities within the state of California.

EMPLOYMENT STANDARDS

• Employment Standards are intended to express the general expectations of the position, in addition to the essential functions provided above. It is expected that incumbents will possess the knowledge, skills and abilities listed below at hire and/or within a reasonable amount of time after hire, through experience and training.
• Knowledge of:
• Principles and processes of customer service.
• Advanced support and configuration of workstation and laptop computers, peripheral equipment, operating systems and standard business software programs.
• Advanced configuration and support of the department's audio-video, case management, remote appearance and telephone systems.
• Principles and practices behind technical documentation and operational instruction.
• Principles of creating and applying images to new PC and laptops.
• Configuration and deployment of printers and scanners.
• Various database query programs and report writing tools.
• Reporting programs sufficient to be able to write and modify reports as needed.
• Web design principles.

Ability to:

• Troubleshoot non-common problems on workstation and laptop computers, peripheral equipment, operating systems, and standard business software programs.
• Work on projects and assignments using generalized policies, procedures, and standards.
• Work in a fast-paced environment that often requires immediate response to help desk tickets and rapidly changing priorities.
• Maintain equipment inventory and help desk log.
• Direct the work of, and provide training to, Help Desk Technician staff, as needed.
• Establish and maintain effective working relationships with employees, judicial officers, department management, the County, and other justice partners/outside agencies, Judicial Council staff, and department's users.
• Help to create and promote a unified team environment.
• Communicate effectively verbally and in writing, as appropriate for the needs of the audience.
• Use a variety of computer office applications and standard office equipment.
• Maintain confidentiality of information, exercise discretion, and use independent judgment within the established scope of authority and make sound decisions.
• Travel to and work from various department's facilities and judicial branch entities.

Knowledge of:

• Workstation and laptop computer hardware and operating systems
• Standard business support software programs such as Microsoft Word, Excel and Outlook
• Remote appearance system support for both internal and external parties
• Basic functions of the department's audio video systems
• Basic support of the department's case management system
• Principles of applying images to new PC and laptops
• Practice of deploying configured printers and scanners
• Level 1 help desk support: simple issues that can be resolved in 15 minutes or less
• Troubleshooting non-common problems on PCs, laptops and workstations
• Configuration of advanced rules and functions in Microsoft Word, Excel and Outlook
• Advanced remote appearance system support, including setting up Zoom, Teams and other conferencing software as needed by the department's or other department's functional areas
• Advanced configuration and basic troubleshooting of department's case management system
• Principles of creating images for new PC’s and Laptops
• Configuration and deployment of printers and scanners
• Level 2 help desk support: more advanced issues that general take more than 15 minutes but less than 30 minutes (possibly escalated by a HDT Level 1)

Ability to:

Work on projects and assignments using generalized policies, procedures, and standards

Work in a fast-paced environment that often requires immediate response to help desk tickets and rapidly changing priorities

Operate, configure and troubleshoot various personal computers and peripheral equipment

Maintain equipment inventory and help desk log issues

Communicate clearly and concisely with others, both orally and in writing

Work regular and on-call hours

Work closely and have a good working relationship with staff in all areas of the department's

Travel to and work from various department's facilities and judicial branch entities

Qualifications

High School Diploma or GED equivalent

AND

Two (2) years of work experience as a Help Desk Technician 1 with the department's and demonstrated mastery of the knowledge, skills and abilities required;

5 (five) years of full-time professional work experience in a formal help desk setting, installing, maintaining, troubleshooting and repairing personal computer hardware and software, including one (1) year of experience with the department's case management system, and mastery of the knowledge, skills and abilities required, demonstrated through supervisory assessment.

Note:

One year of the required experience can be substituted with an Associate’s Degree, or higher, in computer science, information systems, or a closely related field or at least one year of Information Technology technical training.

Preference will be given to candidates who possess Information Technology certifications such as CompTia A , Networking and Security .

Working Conditions:

Job duties are generally performed in an indoor office setting with environmental controls. Assigned work is performed in a standard department setting with open cubicles and/or offices. Assigned incumbents are expected to work alone or closely with others.

Routine noises and noise levels occur within the work environment.

This classification may be required to travel and/or work at other department's locations and may be required to support the Hosting Center, which may require driving to other department locations throughout California and may require overnight stays at times.

Normal department's business hours are 7:00 a.m. to 5:00 p.m., Monday through Friday; however alternate work shifts and some on-call work may occur. This position may require long hours and/or weekend work on occasion. Overtime may also occur on an occasional basis.