Service Desk Agent (Part-Time)

The purpose of this classification is to provide end user technical support and training for County hardware, software, personal computers, applications or other information systems as assigned., Provides user support to County employees for computer hardware, software and peripherals: identifies and resolves problems to restore service to user in a timely and efficient manner.

Troubleshoots end-user problems: responds to initial requests for assistance and resolves problems; escalates problem to other personnel as appropriate.

Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession.

Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all County or departmental policies, practices, and procedures necessary to function effectively in the position.

Receives, logs, monitors and processes trouble tickets in the IT ticketing system.

Troubleshoots operating system, network connectivity, standard desktop applications, and departmental specific applications.

Troubleshoots calls related to user accounts and Microsoft Office applications.

Routes, escalates and reviews trouble tickets, provides support technician(s) with follow-up, and call closure to customers.

Provides exceptional call management to include quick, professional, and courteous behavior, and documents technical issues/requests in the IT ticketing system.

Utilizes multiple resources to ensure the next point of contract or information provided will address the customers inquiry.

Resolves Level 1 issues by first contact resolution (FCR).

Performs other related duties as assigned.

Associate Degree in Information Technology, or related field required; supplemented by one year of experience providing end user technical support; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job., * 1 - 2 years previous Call Center experience.

• Experience providing support for Microsoft software and operating systems including Windows 10, Windows 11, Microsoft Office 365.
• Experience providing support for computer hardware and peripherals.
• Ability to communicate effectively with customers over the telephone.
• Strong customer service, time management and problem determination/resolution skills.
• Ability to resolve Level 1 and some Level 2 issues on the first contract resolution (FCR).

Physical Abilities

Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.

Sensory Requirements

Some tasks require the ability to communicate orally.

Environmental Factors

Essential functions are regularly performed without exposure to adverse environmental conditions. EEO Statement