> Markdown version of [/jobs/ext/436589-helpdesk-support-specialist](https://www.wearedevelopers.com/jobs/ext/436589-helpdesk-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # HELPDESK SUPPORT SPECIALIST - **Company:** Black Hawk County - **Location:** Black Hawk County, IA, United States - **Salary:** $54,454.0 - $71,261.0 - **Contract:** Permanent contract - **Skills:** Business Software, Information Systems, Microsoft Software, Networking Basics, Ada Compliance, Computer Networking Systems, Computer Equipment, Information Technology, Cisco, Vmware - **Published:** June 1, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=87e2de7fc46ef7c6 ## About the Role 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. ## Description 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. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [The What, Why, Who and How of accessibility on the web](https://www.wearedevelopers.com/videos/403-the-what-why-who-and-how-of-accessibility-on-the-web) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Angstfreude - AI and Corporate Culture - The Thrill and the Threat](https://www.wearedevelopers.com/videos/100354-angstfreude-ai-and-corporate-culture-the-thrill-and-the-threat) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)