Help Desk; Information Technology

SUMMARY

Provide first point of contact for County users seeking technical assistance for technology issues via telephone and email. Assist users with technical support to the best of your abilities and/or determine an escalation path for work orders to be routed to the correct technicians (hardware, software, user access, etc.) Assign work orders in the help desk software. Handle inter-office mail. Receive and inventory incoming equipment and software.

Perform other duties as required.

• Answer all incoming calls and greet in person visitors.
• Coordinate, assign and monitor work orders, prepare work order reports, enter purchasing information for new assets.
• Perform light system administration such as changing passwords, resetting sessions, clearing printer queues, etc.
• Perform light network administration for troubleshooting purposes.
• Assist employees with various questions in Word, Excel, PowerPoint, and other Windows related issues.
• Assist employees with Apple device registration and setup.
• Process mail and incoming inventory
• Report any work order issues to the Operational Network Manager
• Regular and timely attendance is required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school graduation or its equivalent, plus at least two years of experience; or any equivalent combination of education and experience, which provides the required knowledge, skills, and abilities.

Knowledge of various computer applications including Microsoft Access, Excel, PowerPoint, and Word. Skill in written and verbal communication; operating systems such as Windows 10, Windows 11, and Apple iOS. Ability to maintain cooperative relationships with those contacted in the course of work activities; answer technical questions regarding the operation of software and hardware; work precisely and efficiently; work independently and use good judgment.