Information Services Helpdesk Tech.
Sherburne County, MN - Elk River, MN

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This position will be posted until filled.

Under the direction of the Helpdesk Services Supervisor, the Helpdesk Technician will provide technical and analytical support for all county employees with their use of any supported information technology to complete their assigned projects and/or duties.

Examples of Typical Duties & Responsibilities:

Typical duties include but are not limited to the following. Regular attendance according to the approved work schedule is required.

1. Helpdesk technical support for 500+ end users
a. Provide users with high level helpdesk support in issue resolution
b. Assist users, troubleshoot problems, and recommend solutions
c. Coordinate with other technical experts as needed to develop solutions
d. Communicate problem analysis to designated technical staff and supervisor
e. Implement the recommended solution – walk users through the solution step-by-step, ascertain that the problem has been resolved, and provide information to help users in researching and resolving their problems in the future
f. Setup new county staff on the network and desktop or laptop

2. Assist in the installation and maintenance of software and hardware
a. Attend classes, meetings, vendor seminars and workshops on computer hardware and software applications to maintain a high level of technical knowledge
b. Keep current on the standard software and hardware used by the County
c. Work with other technical staff to develop and document procedures on installation and maintenance
d. Setup, Image, Format, and Install PCs and laptops
e. Setup and install monitors, printers, VoIP phones, Smartphones, scanners, faxes, etc.
f. Install and document new client software

3. Utilize help desk software for tracking and documenting issues
a. Clearly and accurately document issues and resolutions
b. Help keep accurate records in help desk software

4. Create and modify technical instructions, procedures, manuals, and documentation in searchable database for issue resolution, and for end users

5. Perform other duties when assigned or apparent
6. Complies with Federal, State, and County policies and procedure

Minimum Qualifications:

SELECTION CRITERIA TO QUALIFY FOR THIS POSITION:

1. The applicant must have an associate degree or higher in a technical discipline or equivalent work experience. Minimum two years helpdesk support experience or equivalent educational background experience is preferred.

2. The following certifications will be considered a plus
· A+ - CompTIA’s A+ Certification
· Net+ - CompTIA’s Network Certification
· MCTS – Microsoft Certified Technology Specialist – Windows Client

Supplemental Information:

REQUIRED KNOWLEDGE, CERTIFICATION, SKILLS AND ABILITIES:
1. The applicant must have a strong customer service attitude and be able to establish rapport and cultivate quality relationships with a diversity of people. The applicant must be able to:
  • Listen well, and communicate openly and directly
  • Cooperate as a responsible team player
  • Work effectively with all users at various skill levels
  • Elicit technical information from technical experts
  • Present complex technical information to non-technical users in a way they can understand and not feel overwhelmed by
  • Write clearly and concisely
  • Set priorities and balance user demands
  • Embrace change and complexity in work environment
2. The applicant must have technical knowledge of and/or working experience with:
  • Standard Microsoft operating systems (Windows XP & Windows 7; Server 2003 & 2008)
  • Software business applications such as Microsoft Office, Outlook & Internet Explorer
  • Active Directory
  • Troubleshooting computer and other peripheral hardware problems in a local area network environment
  • Solve complex problems, including problem definition, information gathering, developing hypotheses and testing solutions

Sherburne County, MN - 14 months ago - save job - block