Department: IMTO
Sub-Department: Service Desk
Pay Grade: 105
FLSA Status: Non-Exempt
Employment Status: Full Time
Reports to: Senior IT Manager - Desktop Support
Supervises: N/A
Position Code: DP3016
Schedule: 8:00am-4:30pm; 37.5 hours per week
Job Summary:
To support, install, configure, monitor and maintain desktop computing hardware and software.
Essential Job Functions:
- Provide technical support to all users via phone or on-site support.
- Troubleshoot a wide array of technical hardware and software issues.
- Install and maintain desktop hardware and software to support business needs.
- Assist in maintaining inventory of computer hardware for all County information technology equipment.
- Assist in troubleshooting and updating desktop security patches.
- Must show a sense of urgency in resolving issues and provide the highest level of customer support.
- Handles computer related equipment installs, imaging and relocations.
- Attends training, seminars and meetings as required.
- Performs other related duties and assignments as required.
- Works with the Bureau of Elections in support of Election Day processes.
Minimum Requirements to Perform the Work:
Education:
- High School diploma or equivalent required.
- Associate's degree in computer science, Information Science or related field is preferred.
Work Experience:
- 1-2 years of work experience in a technical support role.
Knowledge, Skills, and Abilities:
- Must show a sense of urgency in resolving issues.
- Must possess excellent communication, interpersonal and customer service skills.
- Must be able to work effectively with several levels of government officials, agencies, external agencies, and staff.
- Must possess the ability to work independently with little supervision in a team environment.
- Must possess initiative and problem-solving skills, ability to define problems, collect data, establish facts and draw valid conclusions.
- Must possess technical knowledge of computer hardware, software, current operating systems and networking.
- Must possess ability to maintain confidentiality regarding work-related information and records.
- Must be able to comprehend and speak the English language in an understandable manner to carry out essential functions of job.
- Must possess valid driver's license with a clean driving record and travel occasionally between County facilities or other locations as needed.
Physical & Mental Demands:
- Must possess the ability to record, convey and present information, explain procedures and follow instructions.
- Must be able to sit for long periods throughout the workday, with intermittent periods of standing, walking, bending, twisting and reaching necessary to carry out duties of job.
- Dexterity requirements range from simple to coordinated movements of fingers/hands; feet/legs; torso necessary to carry out duties of job.
- Medium to heavy work, with occasional lifting/carrying of objects with a maximum weight of fifty (50) pounds.
- Must be able to move frequently throughout the workday as needed to carry out essential job duties.
- Must demonstrate emotional stability, pay close attention to details and concentrate on work.
- Must be able to cope with the physical and mental stress of the position.
Work Environment:
- Works indoors in adequate workspace, lighting, ventilation and temperatures.
- Normal exposure to noise, disruption and stress.
- Normal indoor exposure to dust/dirt.
- Travel occasionally to perform job duties.
- Subject to weather conditions when walking between buildings.