Desktop Support Specialist

Starting hourly wage: $25.11 - $29.89

Job Summary

Desktop Support Specialist provide first level technical services for the County’s departments and offices. This position is a customer service role, which means frequent user interaction is required to troubleshoot computer hardware and software issues, and answer customer questions. The principal duties of the position are performed in a general office environment, although travel to various departments is often required.

Key Responsibilities

· Customer Service

o Operate on a help desk team to respond to customer issues and questions, including in-person, over the phone, and within a ticketing system

o Follow processes and procedures to provide timely solutions or escalate to Tier-2 teams

· Software Support

o Install, configure, and maintain county wide software such as office productivity applications, collaborative tools, and remote access clients

o Install, configure, and maintain business-line software and tools

o Troubleshoot software problems, work with product support on more complex issues

· Hardware Support

o Install, maintain, and upgrade computer hardware

o Troubleshoot and repair hardware problems, work with manufacturer support on more complex issues

o Support and maintain county printers, scanners, and mobile devices

· Teamwork

o Work collaboratively with team members, including all members of the IT department

o Maintain a knowledge base of past issues and proven solutions

o Be an integral part of the County’s onboarding/offboarding process

o Contribute to projects by assisting as needed

· Other Duties

o Comply with Canyon County Information Technology policies and procedures

o Rotate on-call support duty for after-hour, night, and weekend essential support; rotation includes one week per month for after-hour coverage

o Perform all work duties and activities following County policies, procedures, and safety practices

o Perform other duties as assigned

Qualifications

Skills and Abilities

· Strong knowledge and recent work experience with Microsoft Windows Platforms (10, 11)

· Strong knowledge and considerable work experience with office productivity software such as Microsoft Office; Microsoft M365 productivity suite experience a plus

· Proficient in computer hardware and software installation, operation, and maintenance

· Provide effective support for printers, scanners, mobile devices, telephony, and network hardware/software

· Strong knowledge and understanding of DNS, DHCP, network concepts, and wiring standards

· Must be proactive in troubleshooting technological issues utilizing critical thinking and problem solving skills; use of methodologies such as integrated reasoning and/or the scientific method are preferred

· Experience with ticketing and service desk delivery systems; familiarity with Manage Engine Service Desk a plus

· Exceptional listening skills, able to accurately identify technical issues from customer feedback, demonstrate empathy, and take the necessary time to fully understand the situation to find the best possible solution

· Outstanding communication skills, capable of clearly explaining complex information to all customers regardless of technical skill level

· Strong teamwork skills; work collaborate with colleagues and the public to ensure high-quality service delivery

· Consistently maintain a professional demeanor, even in high-pressure or stressful situations

· Ability to follow oral and written instructions, understand technical manuals, and compile accurate reports

· Highly self-motivated, detail-oriented, and capable of working independently with a strong focus on accuracy

Special Qualifications

· Must possess a valid Driver’s License

· Must successfully complete a background check through the National Crime Information Center (NCIC)

Acceptable Experience and Training

· High School diploma or GED equivalent is required

· Minimum of four (4) years experience performing computer-related help-desk work

· CompTIA A+, CompTIA Tech+, Microsoft Certification, or equivalent formal training a plus

· Equivalent combination of experience and training may be considered.

Essential Physical Abilities

· Clear speech with or without an accommodation, to effectively convey detailed or important instructions or ideas accurately, loudly and/or quickly

· Sufficient clarity of hearing with or without reasonable accommodation to enable the employee to hear average or normal conversations and receive ordinary information

· Visual acuity, with or without an accommodation, to read instructions, review and organize documents

· Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks

· Ability to lift up to 50 pounds

Disclaimer:

To perform this job successfully, an individual must be able to perform the primary job responsibilities satisfactorily with or without reasonable accommodation. The above statements are intended to

describe the general nature and level of work being assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of individuals in the

job. This job description is not an employment agreement and/or an expressed or implied employment contract. Management has the exclusive right to alter this job description at any time without notice.

Canyon County is an Equal Opportunity Employer. Employment decisions related to recruitment and selection are made without regard to race, color, religion, sex, national origin, age, disability or genetics.

Last updated on Oct 10, 2024