Address
Form of workSalary : $44,600.21 Annually
Location : TX 79901, TX
Job Type: Full Time Regular
Job Number: 2023-00313
Department: Information Technology Department
Division: ITD HELPDESK
Opening Date: 11/16/2023
Closing Date: 11/30/2023 11:59 PM Mountain
Minimum Qualifications
Acceptable Experience and Education
Associate's Degree in Computer Information Systems, Microcomputer Technology or closely related field and two (2) years of technical support, help desk, or call center customer service experience.
Or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Certificates and Licenses Required
Must have or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso.
Possess and maintain recognized current certification, or complete specialized training to ensure up-to-date knowledge of job related skills and technology.
Typical Duties
Essential Duties
Fields incoming help requests from end users via both telephone and e-mail in a courteous manner;
Sets up user accounts and shared resource accounts in accordance with established guidelines;
Ensures all new service requests and customer inquiries are logged into the Help Desk ticketing system, checks automated ticket generating system for new requests, and performs customer surveys and quality assurance checks on all closed tickets;
Follows up on open requests by discussing with technical support staff;
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;
Builds rapport and elicits problem details from help desk customers;
Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician;
Applies diagnostic utilities to aid in troubleshooting;
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution;
Identifies and learns appropriate software and hardware used and supported by the organization;
Records, tracks, and documents the help desk problem solving process, including all successful and unsuccessful decision made and actions taken through to final resolution;
Attends and participates in meetings, training and information sessions;
Stays abreast of new trends and innovations in the field;
Commits self to providing excellent customer service and demonstrate commitment through cooperative team and individual efforts; and
Creates a high quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills.
Other Important Duties*
Performs such other related duties as may be assigned.
Adheres to all County performance standards as well as departmental Key Performance Indicators (KPI) that measure individual work product;
Works both traditional and non-traditional business work hours, including but not limited to; evening shifts, weekends and holidays;
May be required to wear a uniform as per department appearance standards;
Occasional travel;
As members of the County of El Paso Emergency Response System, all El Paso County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to train on emergency response and/or perform certain emergency services at the direction of their supervisor.
Job Summary
Summary of Position
The Support Services Specialist works under direct supervision provides first-tier support to customers on a variety of issues. The incumbent is to ensure proper computer operation so that end users can accomplish business tasks.
Additional Information
Minimum Requirements: Knowledge, Skills, and Abilities
Knowledge of: concepts, practices and procedures within a Help Desk environment; basic computer hardware, including wireless communication and computing devices such as Blackberry and/or tablet type devices; desktop and server operating systems; including all current Windows or industry standard OS, current MS Office products, and ancillary software packages, in-house applications and software, and Internet Explorer; diagnostic utilities; English usage, grammar, punctuation and spelling; techniques for effective interpersonal communications; modern office procedures, methods and computer equipment to include Windows and Microsoft based products.
Skill/Ability to: complete projects on time and within budget; operate personal computer using standard office operating software and general office equipment; prepare and maintain records, maintain filing systems, compile and organize information; communicate effectively both orally and in writing; promote program activities; make mathematical computations; prepare clear, concise and comprehensive written reports, and staff studies; and establish and maintain cooperative and effective relationships with those contacted during the course of work. Pass a background investigation.
Each and every county position requires the following professional skills and abilities as key and necessary elements of performance:
• Demonstrate regular and reliable attendance;
• Work well with others and participate fully in a team oriented environment;
• Interface with other employees and customers in a courteous and respectful manner;
• Maintain strict confidentiality;
• Project positive support of their department and organizations receiving IT service at all times; and,
• Maintain and enhance the County's commitment to customer service excellence
Organizational Relationships
Reports to: IT Manager
Directs: This is a non-supervisory position
Other: Has frequent contact with peers, IT users staff and employees, superiors, vendors,
contractors, suppliers and other public agencies.
El Paso County offers a very comprehensive benefit package (some benefits may not apply to part time or temporary employees) consisting of the following:
HOLIDAYS
16 holidays per year as recognized.
VACATION
Accruals are credited on a biweekly basis and available for use as it is accrued after 6 months of continuous service. Year to year carry-over accruals are limited to twice the employee's annual rate. Part-time employees accrue vacation at half the rate of full-time employees.
10 days (1 through less than 5 years of service)
15 days (5 through less than 15 years of service)
20 days (15 years of service or over)
SICK LEAVE
Accruals are credited on a biweekly basis and available for use as it is accrued after 3 months of full time service. Employees accrue 15 days of sick leave per year.
MISCELLANEOUS PAID LEAVES
Military Leave - 15 days of paid leave per fiscal year for active military service
Bereavement Leave - 3 days of paid leave for the death of an immediate family members and 4 hours for other family members and friends.
MEDICAL HEALTH BENEFITS
Plan Costs - Biweekly Rates
Effective January 1, 2023 to December 31, 2023
Medical
Traditional Consumer Driven Health Plan (CDHP)
No Discounts
EE Only $6.00
EE & Spouse $201.21
EE & Children $141.17
EE & Family $329.68
2% Tobacco-Free Discount
EE Only - $5.89
EE & Spouse - $197.19
EE & Children - $138.35
EE & Family - $323.08
4% Wellness Screening & HRA Discount
EE Only - $5.77
EE & Spouse - $193.17
EE & Children - $135.52
EE & Family - $316.49
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $5.65
EE & Spouse - $189.14
EE & Children - $132.70
EE & Family - $309.90
Traditional Core Plan
No Discounts
EE Only - $40.04
EE & Spouse - $313.56
EE & Children - $242.31
EE & Family - $496.62
2% Tobacco-Free Discount
EE Only - $39.24
EE & Spouse - $307.80
EE & Children - $237.46
EE & Family - $486.68
4% Wellness Screening & HRA Discount
EE Only - $38.44
EE & Spouse - $301.02
EE & Children -$232.62
EE & Family - $476.76
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $37.64
EE & Spouse - $294.74
EE & Children - $227.77
EE & Family - $466.82
El Paso County - ACO - Hospitals of Providence Network Plan Options
Consumer Driven Health Plan (CDHP) ACO
No Discounts
EE Only $5.40
EE & Spouse $181.09
EE & Children $127.05
EE & Family $296.71
2% Tobacco-Free Discount
EE Only - $5.30
EE & Spouse - $177.47
EE & Children - $124.51
EE & Family - $290.78
4% Wellness Screening & HRA Discount
EE Only - $5.19
EE & Spouse - $173.85
EE & Children - $121.96
EE & Family - $284.85
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $5.09
EE & Spouse - $170.23
EE & Children - $119.43
EE & Family - $278.91
Core Plan ACO
No Discounts
EE Only - $36.03
EE & Spouse - $282.20
EE & Children - $218.07
EE & Family - $446.96
2% Tobacco-Free Discount
EE Only - $35.32
EE & Spouse - $276.56
EE & Children - $213.71
EE & Family - $438.02
4% Wellness Screening & HRA Discount
EE Only - $34.59
EE & Spouse - $270.92
EE & Children - $209.36
EE & Family - $429.08
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $33.88
EE & Spouse - $265.27
EE & Children - $204.99
EE & Family - $420.14
El Paso County - Narrow Network - University Medical Center (UMC) Plan Options
Consumer Driven Health Plan (CDHP) UMC
No Discounts
EE Only - $5.70
EE & Spouse - $191.15
EE & Children - $134.10
EE & Family - $313.20
2% Tobacco-Free Discount
EE Only - $5.59
EE & Spouse - $187.33
EE & Children - $131.44
EE & Family - $306.93
4% Wellness Screening & HRA Discount
EE Only - $5.48
EE & Spouse - $183.51
EE & Children - $128.75
EE & Family - $300.67
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $5.37
EE & Spouse - $179.68
EE & Children - $126.07
EE & Family - $294.40
Core Plan UMC
No Discounts
EE Only - $38.04
EE & Spouse - $297.87
EE & Children - $230.19
EE & Family - $471.79
2% Tobacco-Free Discount
EE Only - $37.27
EE & Spouse - $291.91
EE & Children - $225.59
EE & Family - $462.35
4% Wellness Screening & HRA Discount
EE Only - $36.51
EE & Spouse - $285.96
EE & Children - $220.99
EE & Family - $452.92
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $35.76
EE & Spouse - $280
EE & Children - $216.39
EE & Family - $443.48
Vision
EE Only - $3.16
EE + 1 - $5.05
EE & Family - $8.21
Dental WITH Medical Plan
EE Only - $0.00
EE & Spouse - $13.63
EE & Children - $27.25
EE & Family - $40.88
Dental WITHOUT Medical Plan
EE Only - $13.63
EE & Spouse - $27.26
EE & Children - $40.88
EE & Family - $54.51
Vision
EE Only - $3.16
EE + 1 - $5.05
EE & Family - $8.21
RETIREMENT
Retirement benefits are provided by the Texas County and District Retirement Fund (TCDRS). Regular employees become a member of TCDRS upon hire. All regular employees are required to contribute 7% to the retirement fund and the County matches 250% upon eligible retirements.
DEFERRED COMPENSATION
Employees may defer earnings, on a pre-tax basis, into a 457 deferred compensation program. This is an optional program.
LIFE INSURANCE
Full-time County employees are provided a basic life insurance benefit of $10,000 life insurance at no cost. Supplemental coverage is available for additional fees.
LONG-TERM DISABILITY
The Long-Term disability program provides 60% of the employees' income when the employee becomes disabled because of an illness, injury or accident for a period above 90 days.
SHORT-TERM DISABILITY
The Short-Term disability program provides 60% of the employees' income when the employee becomes disabled because of an illness, injury or accident for a period shorter than 90 days.
RETIREE HEALTH INSURANCE
Employees who retire from the County are eligible to continue Health Insurance at the rate set by the El Paso County Risk Pool Board.
EMPLOYEE ASSISTANCE PROGRAM
Employees are enrolled in an Employee Assistance Program that provides a variety of counseling services.
SECTION 125 MEDICAL & DEPENDENT CARE PROGRAM
The section 125 program is optional for employees and provides a method to pay medical and dependent care expenses on a pre-tax basis.
HEALTHY LIFESTYLE REIMBURSEMENT
Reimbursement of $15 per month for 6 months of continuous gym usage.
EDUCATIONAL ASSISTANCE PROGRAM (EdAP)
Reimbursement up to $2000 per calendar year for eligible education expenses.
EMPLOYEE FITNESS AND WELLNESS CENTER
The Employee Fitness and Wellness Center opened in October 2021 at the County Courthouse. The cost is $5 per employe...
Location : TX 79901, TX
Job Type: Full Time Regular
Job Number: 2023-00313
Department: Information Technology Department
Division: ITD HELPDESK
Opening Date: 11/16/2023
Closing Date: 11/30/2023 11:59 PM Mountain
Minimum Qualifications
Acceptable Experience and Education
Associate's Degree in Computer Information Systems, Microcomputer Technology or closely related field and two (2) years of technical support, help desk, or call center customer service experience.
Or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Certificates and Licenses Required
Must have or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso.
Possess and maintain recognized current certification, or complete specialized training to ensure up-to-date knowledge of job related skills and technology.
Typical Duties
Essential Duties
Fields incoming help requests from end users via both telephone and e-mail in a courteous manner;
Sets up user accounts and shared resource accounts in accordance with established guidelines;
Ensures all new service requests and customer inquiries are logged into the Help Desk ticketing system, checks automated ticket generating system for new requests, and performs customer surveys and quality assurance checks on all closed tickets;
Follows up on open requests by discussing with technical support staff;
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;
Builds rapport and elicits problem details from help desk customers;
Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician;
Applies diagnostic utilities to aid in troubleshooting;
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution;
Identifies and learns appropriate software and hardware used and supported by the organization;
Records, tracks, and documents the help desk problem solving process, including all successful and unsuccessful decision made and actions taken through to final resolution;
Attends and participates in meetings, training and information sessions;
Stays abreast of new trends and innovations in the field;
Commits self to providing excellent customer service and demonstrate commitment through cooperative team and individual efforts; and
Creates a high quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills.
Other Important Duties*
Performs such other related duties as may be assigned.
Adheres to all County performance standards as well as departmental Key Performance Indicators (KPI) that measure individual work product;
Works both traditional and non-traditional business work hours, including but not limited to; evening shifts, weekends and holidays;
May be required to wear a uniform as per department appearance standards;
Occasional travel;
As members of the County of El Paso Emergency Response System, all El Paso County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to train on emergency response and/or perform certain emergency services at the direction of their supervisor.
Job Summary
Summary of Position
The Support Services Specialist works under direct supervision provides first-tier support to customers on a variety of issues. The incumbent is to ensure proper computer operation so that end users can accomplish business tasks.
Additional Information
Minimum Requirements: Knowledge, Skills, and Abilities
Knowledge of: concepts, practices and procedures within a Help Desk environment; basic computer hardware, including wireless communication and computing devices such as Blackberry and/or tablet type devices; desktop and server operating systems; including all current Windows or industry standard OS, current MS Office products, and ancillary software packages, in-house applications and software, and Internet Explorer; diagnostic utilities; English usage, grammar, punctuation and spelling; techniques for effective interpersonal communications; modern office procedures, methods and computer equipment to include Windows and Microsoft based products.
Skill/Ability to: complete projects on time and within budget; operate personal computer using standard office operating software and general office equipment; prepare and maintain records, maintain filing systems, compile and organize information; communicate effectively both orally and in writing; promote program activities; make mathematical computations; prepare clear, concise and comprehensive written reports, and staff studies; and establish and maintain cooperative and effective relationships with those contacted during the course of work. Pass a background investigation.
Each and every county position requires the following professional skills and abilities as key and necessary elements of performance:
• Demonstrate regular and reliable attendance;
• Work well with others and participate fully in a team oriented environment;
• Interface with other employees and customers in a courteous and respectful manner;
• Maintain strict confidentiality;
• Project positive support of their department and organizations receiving IT service at all times; and,
• Maintain and enhance the County's commitment to customer service excellence
Organizational Relationships
Reports to: IT Manager
Directs: This is a non-supervisory position
Other: Has frequent contact with peers, IT users staff and employees, superiors, vendors,
contractors, suppliers and other public agencies.
El Paso County offers a very comprehensive benefit package (some benefits may not apply to part time or temporary employees) consisting of the following:
HOLIDAYS
16 holidays per year as recognized.
VACATION
Accruals are credited on a biweekly basis and available for use as it is accrued after 6 months of continuous service. Year to year carry-over accruals are limited to twice the employee's annual rate. Part-time employees accrue vacation at half the rate of full-time employees.
10 days (1 through less than 5 years of service)
15 days (5 through less than 15 years of service)
20 days (15 years of service or over)
SICK LEAVE
Accruals are credited on a biweekly basis and available for use as it is accrued after 3 months of full time service. Employees accrue 15 days of sick leave per year.
MISCELLANEOUS PAID LEAVES
Military Leave - 15 days of paid leave per fiscal year for active military service
Bereavement Leave - 3 days of paid leave for the death of an immediate family members and 4 hours for other family members and friends.
MEDICAL HEALTH BENEFITS
Plan Costs - Biweekly Rates
Effective January 1, 2023 to December 31, 2023
Medical
Traditional Consumer Driven Health Plan (CDHP)
No Discounts
EE Only $6.00
EE & Spouse $201.21
EE & Children $141.17
EE & Family $329.68
2% Tobacco-Free Discount
EE Only - $5.89
EE & Spouse - $197.19
EE & Children - $138.35
EE & Family - $323.08
4% Wellness Screening & HRA Discount
EE Only - $5.77
EE & Spouse - $193.17
EE & Children - $135.52
EE & Family - $316.49
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $5.65
EE & Spouse - $189.14
EE & Children - $132.70
EE & Family - $309.90
Traditional Core Plan
No Discounts
EE Only - $40.04
EE & Spouse - $313.56
EE & Children - $242.31
EE & Family - $496.62
2% Tobacco-Free Discount
EE Only - $39.24
EE & Spouse - $307.80
EE & Children - $237.46
EE & Family - $486.68
4% Wellness Screening & HRA Discount
EE Only - $38.44
EE & Spouse - $301.02
EE & Children -$232.62
EE & Family - $476.76
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $37.64
EE & Spouse - $294.74
EE & Children - $227.77
EE & Family - $466.82
El Paso County - ACO - Hospitals of Providence Network Plan Options
Consumer Driven Health Plan (CDHP) ACO
No Discounts
EE Only $5.40
EE & Spouse $181.09
EE & Children $127.05
EE & Family $296.71
2% Tobacco-Free Discount
EE Only - $5.30
EE & Spouse - $177.47
EE & Children - $124.51
EE & Family - $290.78
4% Wellness Screening & HRA Discount
EE Only - $5.19
EE & Spouse - $173.85
EE & Children - $121.96
EE & Family - $284.85
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $5.09
EE & Spouse - $170.23
EE & Children - $119.43
EE & Family - $278.91
Core Plan ACO
No Discounts
EE Only - $36.03
EE & Spouse - $282.20
EE & Children - $218.07
EE & Family - $446.96
2% Tobacco-Free Discount
EE Only - $35.32
EE & Spouse - $276.56
EE & Children - $213.71
EE & Family - $438.02
4% Wellness Screening & HRA Discount
EE Only - $34.59
EE & Spouse - $270.92
EE & Children - $209.36
EE & Family - $429.08
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $33.88
EE & Spouse - $265.27
EE & Children - $204.99
EE & Family - $420.14
El Paso County - Narrow Network - University Medical Center (UMC) Plan Options
Consumer Driven Health Plan (CDHP) UMC
No Discounts
EE Only - $5.70
EE & Spouse - $191.15
EE & Children - $134.10
EE & Family - $313.20
2% Tobacco-Free Discount
EE Only - $5.59
EE & Spouse - $187.33
EE & Children - $131.44
EE & Family - $306.93
4% Wellness Screening & HRA Discount
EE Only - $5.48
EE & Spouse - $183.51
EE & Children - $128.75
EE & Family - $300.67
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $5.37
EE & Spouse - $179.68
EE & Children - $126.07
EE & Family - $294.40
Core Plan UMC
No Discounts
EE Only - $38.04
EE & Spouse - $297.87
EE & Children - $230.19
EE & Family - $471.79
2% Tobacco-Free Discount
EE Only - $37.27
EE & Spouse - $291.91
EE & Children - $225.59
EE & Family - $462.35
4% Wellness Screening & HRA Discount
EE Only - $36.51
EE & Spouse - $285.96
EE & Children - $220.99
EE & Family - $452.92
6% Tobacco-Free AND Wellness Screening & HRA Discount
EE Only - $35.76
EE & Spouse - $280
EE & Children - $216.39
EE & Family - $443.48
Vision
EE Only - $3.16
EE + 1 - $5.05
EE & Family - $8.21
Dental WITH Medical Plan
EE Only - $0.00
EE & Spouse - $13.63
EE & Children - $27.25
EE & Family - $40.88
Dental WITHOUT Medical Plan
EE Only - $13.63
EE & Spouse - $27.26
EE & Children - $40.88
EE & Family - $54.51
Vision
EE Only - $3.16
EE + 1 - $5.05
EE & Family - $8.21
RETIREMENT
Retirement benefits are provided by the Texas County and District Retirement Fund (TCDRS). Regular employees become a member of TCDRS upon hire. All regular employees are required to contribute 7% to the retirement fund and the County matches 250% upon eligible retirements.
DEFERRED COMPENSATION
Employees may defer earnings, on a pre-tax basis, into a 457 deferred compensation program. This is an optional program.
LIFE INSURANCE
Full-time County employees are provided a basic life insurance benefit of $10,000 life insurance at no cost. Supplemental coverage is available for additional fees.
LONG-TERM DISABILITY
The Long-Term disability program provides 60% of the employees' income when the employee becomes disabled because of an illness, injury or accident for a period above 90 days.
SHORT-TERM DISABILITY
The Short-Term disability program provides 60% of the employees' income when the employee becomes disabled because of an illness, injury or accident for a period shorter than 90 days.
RETIREE HEALTH INSURANCE
Employees who retire from the County are eligible to continue Health Insurance at the rate set by the El Paso County Risk Pool Board.
EMPLOYEE ASSISTANCE PROGRAM
Employees are enrolled in an Employee Assistance Program that provides a variety of counseling services.
SECTION 125 MEDICAL & DEPENDENT CARE PROGRAM
The section 125 program is optional for employees and provides a method to pay medical and dependent care expenses on a pre-tax basis.
HEALTHY LIFESTYLE REIMBURSEMENT
Reimbursement of $15 per month for 6 months of continuous gym usage.
EDUCATIONAL ASSISTANCE PROGRAM (EdAP)
Reimbursement up to $2000 per calendar year for eligible education expenses.
EMPLOYEE FITNESS AND WELLNESS CENTER
The Employee Fitness and Wellness Center opened in October 2021 at the County Courthouse. The cost is $5 per employe...
