What are the responsibilities and job description for the I/T Technician - Help Desk position at Smith County?
Summary/Objective
Smith County offers the opportunity to apply your training and experience in computer hardware, software, network, security or other technologies while also providing the environment to expand your IT knowledge and skills into new areas. As the first line of support for our customers, you will have the opportunity to invest in an exciting career path that also provides the ability to serve your community, law enforcement professionals, elected officials and other agencies providing critical services. We offer a dynamic teamwork environment with great benefits, great retirement and the opportunity to make a difference in your community while providing a critical service to the operations of our County Government. If you are looking for an opportunity to work in an environment where technological support is appreciated and valued by the organization, then Smith County Information Technology may be the right place for you.
The position is Monday through Friday from 8:00AM to 5:00PM and requires a periodic afterhours on call 1 week rotation approximately every 90 days. Our offices are located in downtown Tyler.
Duties and Responsibilities
- Provide remote technical support for users with hardware, software, network and peripheral issues
- Troubleshoot a wide variety of technical issues and escalate to field support or other IT personnel as necessary
- Responsible for updating tickets and responding to incoming calls from customer issues
- Properly documenting troubleshooting steps in a ticketing system prior to escalation
- Ability to multitask between answering calls and working on issues
- Provide excellent customer service, demonstrating good listening skills and patience working with users
Required Skills and Abilities
- Ability to work independently on issues, multi-task, track work via a ticketing system and contribute in a fast-paced team environment will be crucial to success
- Ability to listen and communicate professionally with our customers, creating a positive experience while providing technical support or escalating to other members of our team
- Basic working knowledge of Windows OS, Microsoft Office, Active Directory, printers and PC networking along with remote support experience
- Experience with Tyler Technology Odyssey Software is a plus
Education and Experience
- 1-2 years of Desktop Support Experience in a business or government environment would be beneficial
- Associate or bachelor’s Degree in a related field is desired but not a requirement
- Relevant IT Certifications such as A , CCNA are desired
- Required to attain a CJIS Certification within the first 60 days of employment with training provided by the County
While performing the duties of this position, the incumbent is regularly required to bend, carry, climb, climb ladders, negotiate electrical hazards, grasp/squeeze, use hand tools, hear, keyboard, kneel, lift below the waist, lift between waist and shoulder, lift overhead, lift to the side/twist, tolerate noise, tolerate hot and cold outside temperatures, pull, push, reach, reach overhead, see near, sit, stand, stoop, talk, twist, use his/her hands, drive a vehicle, walk, work at heights, and work alone and with others.
Travel
- Occasional travel for training purposes as required