Help Desk Technician

Helpdesk Technician

Minimum Qualifications:

Bachelor's Degree (B.A.) from four-year college or university with hands-on experience; or the equivalent combination of education, experience, and training

Additional Qualifications:

Windows 10 / 11 troubleshooting skills. Basic knowledge of computer networks. IP Telephony. Good customer service skills. Knowledge of computer hardware. Significant knowledge of computer software: MS Office products. Knowledge of PC and server operating system technical skills. Previous work with Active Directory and Microsoft 365 is a plus. MAC experience helpful. Employee may occasionally lift and/or move up to 50 pounds.

Hours: Full Time, Monday -- Friday, 8:00 a.m. -- 5:00 p.m.

Salary: $30.00 - $32.00 per hour

Duties:

Demonstrates regular and predictable attendance.

Installs, maintains, and repairs hardware systems (e.g., personal computers, printers, modems, peripheral equipment, etc.) and associated software in county agency/departments under general direction of information technology director.

Performs diagnostic and support functions on IP network; investigates and resolves computer hardware, software, email, and phone issues of end users; coordinates installations and repairs with supervisor and agency/department designee; administers an image server to maintain system integrity and stability and ease the support function; visits agency/department locations to perform on-site troubleshooting and repair services.

Serves as help desk operator and provides technical assistance to end users; receives and responds to telephone calls from users experiencing computer and phone issues; talks to users to learn about problems and answers questions applying knowledge of computer hardware, software, and procedures; instructs users to assist the troubleshooting process by entering specific commands into the computer to diagnose and resolve problems; enters records of action taken to resolve problem in daily activity log.

Participates in, recommends, and leads various IT projects to promote and preserve network and systems growth, stability, and integrity while fostering an environment of teamwork, collaboration, and innovation.

Monitors systems performance; tests software/hardware to evaluate effectiveness and ease of use; performs essential security function of scanning, cleaning, and protecting systems from spyware, malware, and viruses; talks with staff, users, and supervisors to determine requirements for new and/or modified hardware/software; updates documentation to record new equipment installed, new sites, changes in computer configuration, etc.,; inspects lines, wires, and cables as necessary; develops and/or assists in developing procedures for installation and use.