HELPDESK SUPPORT SPECIALIST

Under general supervision, serves as the first point of contact for technology support requests and provides entry-level troubleshooting and assistance for end users. Ensures service tickets are created, assigned and resolved in a timely manner. Provides excellent customer service by maintaining clear communication, setting accurate expectations, and ensuring timely follow-up through to resolution., * Must be capable of regular and predictable attendance at a specified location in order to perform assigned tasks.

• Answers and routes incoming support calls and contacts; Gathers accurate support requests information; communicates next steps and realistic timelines; follows up to ensure customer satisfaction and timely resolution; Identifies and resolves recurring issues and improve intake/triage with departments.
• Logs and prioritize requests; create tickets; help route tickets to the appropriate IT team member or queue; documents status and actions; close tickets with resolution notes.
• Provides onsite desktop support, remote support and phone system support
• Performs routine account tasks ; basic troubleshooting of hardware and software; Stages/deploys devices and peripherals for new hires and refreshes.
• Schedules / supports meetings; performs basic A/V setup/troubleshooting; escalate as needed.
• Maintains knowledge base/helpdesk documentation; updates process changes.
• Maintains inventory records: tags, checkouts/returns, receiving, updates.
• Codes and submits IT purchase invoices/receipts in the ERP system to the appropriate accounts and cost centers/projects for leadership approval.
• Assists with maintaining ADA compliance for the County's main public website, including basic accessibility checks, edits and reporting potential accessibility issues to appropriate staff.
• Follows HIPAA, CJIS and other compliance confidentiality procedures for sensitive information.
• Other duties as assigned.
• SUPERVISION RECEIVED: Supervision is received from the IT Director and/or Assistant Director (and/or designee).
• SUPERVISION EXERCISED: No functional or administrative supervision is exercised.

Do you have a valid Driver's License license?, Do you have experience in Customer communication?, Do you have a Trade school?, * Associate degree (A.A.) in Management Information Systems (MIS), Computer Science, or related technical coursework or equivalent from a two-year college or technical school, and/or at least one year of relevant work experience in computer and networked systems support; OR any equivalent combination of training, education, and experience that provides the required knowledge, skills, and abilities.

• Experience in providing advanced helpdesk/desktop support in a multi-site, networked environment preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, or equivalent vendor certifications (e.g., Microsoft, Cisco, VMware) aren't required but preferred.
• Must have a valid Iowa Driver's License and be insurable under county guidelines. The position may require the occasional use of a private vehicle for official business.
• Knowledge of maintaining Microsoft Windows computers.
• Knowledge of computer hardware and software installation and support.
• Knowledge of standard business software and business applications.
• Understanding of basic networking.
• Ability to learn and apply new network and system techniques efficiently.
• Ability to exercise good, independent judgment in the performance of duties and in prioritizing competing requests.
• Ability to troubleshoot complex desktop, network, and software problems and determine when to escalate.
• Ability to provide customer service that is courteous, patient, and responsive, even in stressful situations.
• Ability to think logically, analyze and interpret problems, and respond with an effective resolution.
• Ability to follow complex oral and written instructions.
• Ability to communicate effectively both orally and in writing with technical and non-technical audiences.
• Ability to plan and coordinate multiple tasks and competing priorities.
• Ability to maintain confidentiality of protected information as applicable.
• Ability to mentor and train IT staff and other employees; share knowledge effectively and contribute positively to the IT team.
• Ability to lift and/or move up to 25 pounds frequently and 50 pounds occasionally.
• May have occasional opportunities to work outside normal business hours for special projects, maintenance activities, or incident response, with advance notice when practicable and appropriate compensation.
• Must pass Criminal Justice Information Systems (CJIS) background check and certification test.

Pulled from the full job description

• Vision insurance
• Dental insurance
• Paid sick time
• Flexible spending account
• Employee assistance program
• Paid holidays