Help Desk II (onsite)

Help Desk Ii (Onsite)

The End User Support Technician (IT) is responsible for providing technical support to all internal and external users who utilize the client systems. The End User Support Technician takes/prioritizes incoming requests, performs troubleshooting, resolves and documents issues for the client computing technology including hardware, software and basic network support. Maintains excellent working relationships with IT staff and supported users. Supports other IT staff as needed.

Key Responsibilities:

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned:

• Assists all users (internal and external) with software/hardware/network requests and issues related to the client provided systems. Identifies root cause of problem and fixes it. Accurately maintains required documentation (steps taken, time logged, etc.) in work order system for each issue.
• Resolves issues/requests in an efficient and timely manner. Follows up with users as needed to verify issue is resolved. Escalates issues to other IT staff when appropriate.
• Monitors, prioritizes, and responds to requests from multiple sources including phone, voicemail, email, and walk-ups.
• Monitors operating status of critical systems, identifies critical messages, and works with IT staff to determine appropriate corrective action.
• Prepares/Updates training materials and documentation of systems for Departments, internal IT, and external users. Trains users on proper usage of hardware/software.
• Consults hardware/software manufacturers as needed to resolve issues.
• Processes Security Access and Project Requests.
• Assists IT Teams with backup and user security (password resets, Citrix logins, and computer account administration).
• Setup, configuration, testing and deployment of new/replacement hardware and software. Creates and maintains device images as needed. Performs preventive maintenance.
• Assists with maintenance of records/licenses/registration/warranty of hardware and software. Maintains proper levels of IT inventory and dispose of outdated equipment from inventory.
• Recommends new products and procedures. Researches education materials, new software releases and technology.
• Verifies the client all users follow established IT standards.
• Uses tools to configure, test and automatically deploy system wide installations and updates.
• Schedules, manages and supports the training room and loaner devices including application setup, hardware setup and security access.
• Administrates, maintains, and monitors the internal IT work order system.
• Coordinates equipment moves between Maintenance, End Users, and IT staff.
• Participates in On Call Rotation.
• Performs other duties as assigned.

Education/Certifications/Experience Requirements:

• Associate degree in an IT related field with three years Help Desk or networking experience.
• Or any combination of education and experience that provides equivalent knowledge, skills, and abilities.

Required or Preferred Skills:

• Strong ability to take ownership of assigned tasks and responsibilities.
• Excellent organizational and time management skills. Ability to manage schedule.
• Maintains high level of knowledge of the client systems and their related interfaces.
• Considerable ability to work with, take apart, setup and troubleshoot a variety of hardware devices (PC's, laptops, WYSE, Smartboards, printers, scanners, etc).
• Considerable knowledge of modern operating systems (Windows 7, 8, 10, etc) and add-ons such as JAVA.
• Considerable knowledge of Microsoft Office platform and commonly used tools such as Adobe.
• Considerable knowledge of Active Directory, Domains, Group Policies.
• Considerable knowledge of Antivirus/Malware remediation hardware/software.
• Considerable knowledge of Citrix products.
• Working knowledge of Voice Systems (Phones, Voicemail, Conference Bridges, etc).
• Working knowledge of Imaging Software, document management tools.
• Considerable knowledge of Smart phones and tablets (iOS and Android).
• Considerable knowledge of basic networking concepts (wireless, client/server topology, etc).
• Considerable ability to troubleshoot in unfamiliar environments. Ability to properly utilize logging information to diagnose issues and troubleshoot problems. Recognize trends to identify root cause issues.
• Considerable ability to adapt and learn new technical concepts.
• Considerable ability to learn new software with or without formal training.
• Excellent communication skills and exceptional customer facing skills with a high degree of professionalism. Logical, clear, and concise written and verbal communication skills.
• Must display initiative, ability to work independently and within a team and be able to use independent judgment. Ability to react quickly to a fast paced, rapidly changing environment.
• Experience and discretion in handling confidential information.
• Considerable ability to coordinate multiple tasks at once.
• Ability to troubleshoot in unfamiliar environments.

Physical Requirements:

• Ability to communicate for long periods of time on the phone.
• Regularly required to sit; reach with hands and arms; and talk or hear.
• Frequently required bend, stoop, lift, and move computer equipment.
• Occasionally required to stand, kneel and crouch.
• Ability to lift, carry, push, pull or otherwise move up to 25 pounds regularly and up to 50 pounds occasionally, understanding and utilizing proper body mechanics.

Language Ability and Interpersonal Communication:

• Ability to read, comprehend and interpret a variety of documents including computer documents and graphics, log sheets, policies and procedures, inventory reports, product literature, hardware and software manuals, trade publications, and general correspondence.
• Ability to analyze and design information flow.
• Ability to analyze software/hardware and make recommendations.
• Ability to understand and interpret departmental user needs.
• Ability to problem solve issues between department and IT and to resolve conflicts.
• Ability to prepare a variety of documents including equipment placement and requirement reports, purchase requests, hardware/software documentation, and general correspondence in a clear and concise manner.
• Ability to use and interpret computer related terminology.
• Ability to maintain confidentiality.
• Ability to work independently making sound decisions using good judgment.
• Ability to communicate effectively with the client department personnel, computer users, consultants, sales representatives, outside agencies, and the general public verbally and in writing.
• Ability to apply common sense understanding to carry out instructions and make decisions.

Develop Technical Proficiency:

• Gain strong working knowledge of County-supported systems, including Windows, Active Directory, Citrix, Microsoft Office, and core networking concepts.
• Consistently troubleshoot and resolve hardware, software, and basic networking issues while knowing when to escalate.
• Learn and utilize the client tools such as the IT work order system, imaging/deployment platforms, and automated update tools.
• Adapt quickly to new technologies, standards, and security practices with minimal formal training.

Align with IT Processes and Standards:

• Accurately document all work, steps, and resolutions in the ticketing system.
• Follow the client IT policies and procedures, including security, access, and asset management.
• Support hardware/software deployment cycles and maintain accurate inventory records.
• Build readiness to contribute confidently in the on-call rotation by the end of the first year.

Deliver Excellent Customer Service:

• Establish trust with staff by providing clear communication, timely follow-up, and reliable issue resolution.
• Provide user training and contribute to the development of helpful documentation and guides.
• Display professionalism, patience, and courtesy under pressure, maintaining a positive user experience.
• Collaborate effectively with IT colleagues, progressing from guided learning to independent task ownership.