IT Service Desk Specialist

The County of Alameda Information Technology Department (ITD) is looking for an ITD Service Desk Specialist to join our team. This is an exciting opportunity to provide service and have a direct impact in assisting staff and critical business processes across the County. In this role, the candidate will provide technical and troubleshooting assistance related to computer hardware, software, mobile devices and other technical tools.

This position will primarily work during a day shift Monday through Friday between the core hours of 7:00 AM to 5:30 PM, and we offer a hybrid work model of telecommuting and in office.

Incumbents of this classification, initially under close supervision, and as knowledge and proficiency increase, under general supervision, learn to provide first level technical assistance and support related to computer systems, hardware, and software; to ensure a high level of information systems services to all County users; to provide effective problem management including the detection, capture, resolution and analysis of service disruptions; and to perform other related duties as required.

KNOWLEDGE AND SKILLS

· Strong technical troubleshooting and problem-solving skills.

· Excellent customer service skills.

· Ability to manage time and organize multiple tasks and issues.

· Ability to take initiative and self-motivate.

· Familiarity with Service Management tools and issue ticketing.

· Familiarity with tools for remote computer access and troubleshooting.

· Ability to create and maintain documentation.

· Solid verbal and written communication skills.

· Ability to maintain composure under pressure, · 1 year of recent, full-time experience supporting a complex, multi-platform computer environment.

· Successful completion of a minimum of nine semester (or equivalent quarter) units in information technology at an accredited college, university or technical institution.

PREFERRED QUALIFICATIONS

• Technical helpdesk experience highly desired.

SYSTEMS KNOWLEDGE

· Solid knowledge of Microsoft Office applications and Windows operating systems.

· Knowledge of Service Management/Ticketing Systems.

· Understanding of basic LAN/WAN technologies.

· Understanding of core applications, such as email, antivirus, SCCM, etc., * You must be authorized to work in the US without employer sponsorship. Does this apply to you? Yes is the required answer.

County Pension Plan, 12 paid holidays a year + initial accrual rate of 10 vacation days/yr (increases over time) + 4 floating holidays/year + accrual of 13 sick days/year. Deferred Compensation 457b plan + Medical/ Dental/ Vision/ FSA/ Transportation/Cafeteria-Benefit selection options, and much more!, * Dental insurance

• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance