Help Desk Technician

Description
Summary
This position is responsible for assisting in the operation of computer support systems and for providing technology support through necessary programming, software and evaluation and installation, security/access functions, and system operation.
Definition and Examples of Work
65%
Install, troubleshoot, load, replace, manage, and maintains equipment, software, databases, records, and hardware

• Maintain network users, user environment, directories, and security.
• Install personal computers and peripheral equipment
• Replace or repair defective equipment, software, and assure warranties are honored.

• Network cable installation and termination.
• Install and trouble shoot installation of new equipment and software, load and test systems and software to assure users are satisfied.
• Verifies tickets are completed to user satisfaction and documentation of work is completed in ticket.
• Assist Users in creation of Tickets, and gathering accurate data for tickets, as needed.
• Manage ticketing software for system updates, licensing, and departmental usage.

20%
Provide technical support and assistance to users including training

• Work with internal users, consultants, technical personnel, and vendors for services and products.
• Provide support to end users in the selection, procurement, usage, and maintenance of software programs and hardware.
• Instructs users in use of equipment, hardware, software, and manuals.
• Checks and updates county inventory of technology items.

15%
Perform additional support functions

• Research and evaluate new technologies.

• Complete computer audits and run or write reports as needed.
• Manage unit website/social media pages as needed.
• Pursue appropriate continuing education and training
• Manage unit footage; may require changing of tapes, exporting, and burning of footage

Additional duties may be assigned as business needs require.
Requirements
Qualifications

• Excellent verbal and written English language skills.
• Excellent interpersonal and customer service skills.
• Proficiency in and skill using and maintaining various computer systems, software, and hardware.
• Ability to apply general rules to specific problems to produce sensible answers.
• Ability to combine information to form general rules and/or conclusions (includes finding a relationship among seemingly unrelated events.
• Ability to prioritize task efficiently and effectively, as well as deal with network users.
• Ability to identify complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Ability to identify if a problem is occurring and/or about to occur.
• Ability to understand the implications of new information for both current and future problem-solving and decision-making.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Knowledge of computer programming procedures and operations of computer system hardware, software, and printers.
• Knowledge of system architecture development and design and enterprise operating systems, including Datacenter hardware.

Certification, License, Registration

• Valid driver's license.

Other Requirements

• Occasional overtime, required.
• Occasional travel, required.
• Regular and reliable attendance on site at work location