Help Desk Technician

Chemung, Cortland, Schuyler, Seneca, Tioga) for at least one month immediately preceding the date of application and maintain residency. For Examinations: The eligible list resulting from the examination will be established in accordance with the final earned numerical ratings of passing candidates regardless of residence. A municipality or district may exercise its right under section 23-4-a. of Civil Service Law to request a certification of eligible candidates who have been residents of that municipality or district for at least one month prior to appointment. After the names of residents have been exhausted, Tompkins County must then certify the names of non-residents on the list.

This position is working with Tompkins County Information and Technology Services Department., The work involves responsibility for providing first-level technical assistance and support to users of County information technology systems. Incumbents receive requests for service, diagnose and troubleshoot routine computer hardware, software, and network connectivity issues, and provide guidance to users regarding the proper operation of information technology resources. Work is typically performed through telephone, email, remote support tools, and in-person assistance.

Incumbents are responsible for documenting and tracking service requests, prioritizing incidents based on urgency, and referring more complex technical issues to higher-level technical staff when necessary. Work is performed under the general supervision of a higher-level information technology professional. Supervision of others is not normally a function of this class. Does related work as required.

TYPICAL WORK ACTIVITIES:

• Receives and responds to requests for assistance related to computer hardware, software applications, and network

services;

• Provides first-line troubleshooting and diagnosis of routine computer and peripheral equipment problems;
• Logs and tracks service requests and incidents using a help desk or ticket tracking system;
• Prioritizes service requests and escalates unresolved or complex issues to appropriate technical staff;
• Provides assistance to users through telephone, email, remote support tools, or on-site support;
• Assists with installation, configuration, and setup of personal computers, mobile devices, and peripheral equipment;
• Assists users with password resets, account access, and basic system configuration;
• Provides instruction and guidance to users on the operation of computer hardware, software applications, and County

technology systems;

• Maintains documentation related to service requests, troubleshooting procedures, and solutions;
• Assists with maintaining inventory records of computer hardware and software;
• Performs follow-up communication with users to ensure problems are resolved;
• Assists in preparing user guides, documentation, and training materials;
• Attends training sessions and workshops to maintain knowledge of current technologies and support procedures., Accepted candidates will be notified when and where to appear for the examination. If you do not receive your notice to appear at least three days before the date of the written examination, call Tompkins County Department of Human Resources at 274-5526. If an application is disapproved, due notice will be sent. This department does not make formal acknowledgment of the receipt of an application or take responsibility for non-delivery or postal delay.

Applicants must answer every question on the application form and make sure that the application is complete in all respects. Incomplete applications will be disapproved.

ACTIVE MILITARY PERSONNEL, VETERANS OR DISABLED VETERANS desiring to claim additional credit will request the Veterans Credits application form, at any time between the date of application for examination(s) and the date of the establishment of the resulting eligible list. You must meet the requirements set by NYS for these credits and they may be used only once. YOU MAY NOT CLAIM ADDITIONAL CREDITS AFTER THE ELIGIBLE LIST HAS BEEN ESTABLISHED. IT IS THE CANDIDATE'S RESPONSIBILITY TO REQUEST THE VETERANS CREDIT APPLICATION FORMS AND TO SUBMIT THESE FORMS AND ANY SUPPORTING PAPERWORK BEFORE THE ELIGIBLE LIST IS ESTABLISHED. Tompkins County's written examinations are prepared and rated by the New York State Department of Civil Service in accordance with Section 23-2 of Civil Service Law. The provisions of the New York State Civil Service Rules and Regulations, which deal with the rating and review of the examinations apply.

The duration of the eligible lists may be fixed for a minimum of one and a maximum of four years and may be extended beyond four years if there has been a restriction against the filling of vacancies in that title. The candidates must complete a separate "Application for Employment" for each open-competitive and/or promotional examination that the candidate is eligible to take., must submit a Tompkins County Cross-Filing Form. This form must be submitted no later than 4:30 PM on the final filing date of the examination. On this form, list each examination that you are taking and then tell us where you would like to sit. The purpose is to ensure that all of the test materials for the various examinations that you are taking will be available in one location. If you do not provide the cross-filing form to us by the final filing date, we cannot ensure that we can accommodate your desire to cross-file. If any of the examinations are State level examinations, you must sit at the State test center. You will still need to complete the Tompkins County cross-filing form. If sitting at the State site, the State will notify you of when and where to report for your examination(s) and you should bring all admittance letters to the State site. If you are not taking a State examination, bring all admittance letters to your chosen testing site. If you have any question please call Tompkins County Department of Human Resources Department (607) 274-5526. The Cross File form is located at http://www.tompkins-co.org/personnel/CivilSrvForms/index.html

FOR RELIGIOUS ACCOMMODATION AND HANDICAPPED PERSONS: If special arrangements for testing are required, please indicate this on your application., In conformance with Section 85-a of the Civil Service Law, children of firefighters and police officers killed in the line of duties shall be entitled to receive an additional ten points in a competitive examination for original appointment in the same municipality in which his or her parent has served. If you are qualified to participate in this examination and are a child of firefighter or police officer killed in the line of duties in this municipality, please inform this office of this matter when you submit your application for examination. A candidate claiming such credit has a minimum of two months from the application deadline to provide the necessary documentation to verify additional credit eligibility. However, no credit may be added after the eligible list has been established.â'

BACKGROUND INVESTIGATION: Applicants may be required to undergo a State and national criminal history background investigation, which will include a fingerprint check, to determine suitability for appointment. Failure to meet the standards for the background investigation may result in disqualification.

MINIMUM QUALIFICATIONS: Either

(A) Graduation from a regionally accredited or New York State registered college or university with an Associate's degree in Computer Science, Information Technology, or a closely related field; OR

(B) Graduation from high school or possession of a high school equivalency diploma and two (2) years of full-time paid experience, or its part-time equivalent, providing technical support or troubleshooting computer hardware, software, or network systems in a help desk or user support environment; OR

(C) An equivalent combination of training and experience as defined by the limits of (A) and (B).

SPECIAL REQUIREMENT:

Possession of a valid New York State driver's license at time of appointment or otherwise demonstrate the ability to meet the transportation needs of the position., * Good knowledge of personal computer hardware, operating systems, and commonly used software applications;

• Good knowledge of computer terminology and basic networking concepts;
• Working knowledge of help desk procedures and technical support practices;
• Working knowledge of remote diagnostic and troubleshooting tools;
• Ability to diagnose and resolve routine technical problems;
• Ability to explain technical information clearly to non-technical users;
• Ability to establish and maintain effective working relationships;
• Ability to maintain records and prepare reports;
• Ability to communicate effectively both orally and in writing;
• Customer service orientation;
• Good judgment, initiative, patience, and reliability;
• Physical condition commensurate with the demands of the position., All experience required meeting the acceptable training and experience is full-time experience. (Part-time experience will be credited on a prorated basis)., DISTRICT OR BOCES AS INVOLVING DIRECT CONTACT WITH STUDENTS, A CLEARANCE FOR EMPLOYMENT FROM THE