Help Desk Technician

This part time position is responsible for providing a variety of technical work including support to end users by troubleshooting and correcting hardware, software, and network connectivity problems, repairing or replacing components and other duties in support of the department.

Department: Information Technology

Pay Grade: 65, Non-Exempt

Starting hourly rate: $20.13

Part Time Help Desk Technician

Two (2) years’ progressively responsible experience in information systems, or related field.

Associate’s degree from an accredited college in Information Systems, Computer Science, or related field.

Certifications, Licenses:

Must have dependable transportation.

A pre-employment criminal background check is required.

This position is responsible for providing a variety of technical work including support to end users by troubleshooting and correcting hardware, software, and network connectivity problems, repairing or replacing components and other duties in support of the department.

General Position

Duties and Responsibilities:

The following duties are normal for this position. However, they are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may also be required or assigned.

• Provides customer service to internal and external customers; greets, receives, and screens visitors and customers; addresses and resolves customer questions as able and refers complex inquiries, requests, or complaints to appropriate staff.
• Performs general administrative/office functions as needed, including but not limited to: taking and distributing messages; sorting and distributing mail/packages; maintaining the County employee directory, and securing data.
• Assists with voicemail and password resets for County users on IP phones.
• Creates, changes, and deletes user accounts per request.
• Supports County employees on Microsoft Office Programs, creates, deletes, resets passwords, responsible for setting up new accounts, & users.
• Analyzes and troubleshoots problems of computer users with applications, procedures, software, and hardware.
• Remotes to end-user devices to troubleshoot problems with hardware and software.
• Troubleshoots problems of end users with applications, procedures, software, and hardware.
• Performs Help Desk/end user support and answers inquiries and requests as needed.
• Provides assistance with IT supported hardware and applications in use by local and remote users across multiple sites.
• Provides support to all County computer and other electronic device users as needed.
• Collaborates with IT staff to resolve technology issues.
• Other duties as assigned.

Fiscal Responsibilities:

This position has no fiscal responsibilities.

County Organization

Duties and Responsibilities:

Represents the Department and County to other County staff and members of the public.

Provides quality customer service to individuals needing directions or assistance.

Demonstrates the organization’s Core Values and adherence to the Ethics policy.

Supervisory Relationships:

Works under general supervision on some office assignments but works independently performing recurring duties in accordance with established procedures. This position has no supervisory responsibilities.

Job Qualifications – Knowledge, Skills, and Abilities

Knowledge of:

• Principles, concepts, capabilities, and operations of computer hardware, data storage devices and peripherals.
• Current technological trends for midrange, client/server, and personal computer information systems.
• The various operating systems utilized by the County.
• Network, application and data security systems.
• Hardware and software troubleshooting techniques.
• Software installation and support concepts.
• Administrative policies and procedures of the County.
• Pertinent Federal, State, and local laws, codes, and regulations.
• Current office practices and procedures.
• Computer software consistent for this position.

Skill in:

• Troubleshooting and resolving computer hardware, software and peripheral problems.
• Installing and configuring computer and printing equipment.
• Assisting customers with computer-related…