IT Help Desk Specialist
Listed on 2026-08-07
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IT/Tech
HelpDesk/Support, IT Support
Role Overview
The IT Help Desk Specialist will be the frontline IT contact for County employees, troubleshooting hardware, software, VPN, and network issues via phone and email. The role requires prompt, accurate, and empathetic technical assistance to County staff from all cultural backgrounds. The Specialist will resolve broad-scale software, hardware, and network issues for Tier 1 and Tier 2 issues following established Knowledge Base articles and standard operating procedures.
WhatYou Will Do
Troubleshoot hardware, software, VPN, and network issues via phone and email, resolve 65-70% of requests on first contact, and elevate complex issues when needed.
Ensure high-quality ticket documentation in the County’s call tracking system (Service Now), accurately categorizing issues and capturing detailed work logs.
Why It Might Be a FitThe ideal candidate is a compassionate, approachable, and detail-oriented technical problem solver who loves helping others succeed. The role requires experience troubleshooting Tier 1 & Tier 2 technical issues across laptops, mobile devices, software, VPNs, printers, and network connections.
Requirements- Associate's Degree (or equivalent years of experience)
- 3 years of customer service experience delivering professional, and culturally inclusive support
- Demonstrated experience troubleshooting Tier 1 & Tier 2 technical issues across laptops, mobile devices, software, VPNs, printers, and network connections
- Hourly pay range: $40.27 - $49.52
- Union-represented position (AFSCME Local 88) eligible for overtime
- Hybrid or full in-office schedules- tailored to the candidate’s needs
- Telework schedule: primarily designated as routine telework
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