Help Desk Technician

Job Description

Duties :

• Demonstrates regular and predictable attendance.
• Installs, maintains, and repairs hardware systems (e.g., personal computers, printers, modems, peripheral equipment, etc.) and associated software in county agency/departments under general direction of information technology director.
• Performs diagnostic and support functions on IP network; investigates and resolves computer hardware, software, email, and phone issues of end users; coordinates installations and repairs with supervisor and agency/department designee; administers an image server to maintain system integrity and stability and ease the support function; visits agency/department locations to perform on-site troubleshooting and repair services.
• Serves as help desk operator and provides technical assistance to end users; receives and responds to telephone calls from users experiencing computer and phone issues; talks to users to learn about problems and answers questions applying knowledge of computer hardware, software, and procedures; instructs users to assist the troubleshooting process by entering specific commands into the computer to diagnose and resolve problems; enters records of action taken to resolve problem in daily activity log.
• Participates in, recommends, and leads various IT projects to promote and preserve network and systems growth, stability, and integrity while fostering an environment of teamwork, collaboration, and innovation.
• Monitors systems performance; tests software/hardware to evaluate effectiveness and ease of use; performs essential security function of scanning, cleaning, and protecting systems from spyware, malware, and viruses; talks with staff, users, and supervisors to determine requirements for new and/or modified hardware/software; updates documentation to record new equipment installed, new sites, changes in computer configuration, etc.,; inspects lines, wires, and cables as necessary; develops and/or assists in developing procedures for installation and use.
• Performs various technical and clerical functions (e.g., writes and submits technical reports regarding operating systems, reads technical reference manuals concerning specifications and communications of hardware and software, prepares and forwards installation and repair schedules, maintains inventory of equipment and supplies, writes correspondence regarding activities, assists with or performs user training as necessary, etc.).
• Contacts hardware, software, and phone vendors to request service and diagnose defective products or software-related issues.
• Meets all job safety requirements and all applicable OSHA safety standards that pertain to the essential functions of the position and all agency safety procedures.
• Remains informed of current developments and procedures pertinent to duties; may be required to attend seminars/training.

Acts as the first line of support for hardware, software, email, and phone requests reported to the IT helpdesk.

Job Prerequisites:

Minimum Qualifications:

Associates degree from a two-year college or technical school; and one (1) to two (2) year’s related experience and/or training; or equivalent combination of education and experience.

Additional Qualifications (Agency/Dept. Qualifications):

Windows 11 troubleshooting skills. Knowledge of computer networks. IP Telephony. Good customer service skills. Knowledge of computer hardware. Significant knowledge of computer software: MS Office products. Knowledge of PC and server operating system technical skills. Previous experience with Active Directory and Microsoft 365 is a plus. MAC experience helpful. Employee may occasionally lift and/or move up to 50 pounds.

Compensation:

Salary: $30.00 - $32.50 per hour

About UFA:

Licking County is an Equal Opportunity Employer.

Closing Date/Time: Open Until Filled