Service Desk Technician

Service Desk Technician

Information Technology

FLSA : Non-Exempt

Minimum Pay : $20.80 per hour

JOB SUMMARY

The Service Desk Technician provides frontline technical support to county employees. Responsibilities include troubleshooting hardware / software issues, handling help desk tickets, setting up new devices, and offering basic AV assistance for smaller conference rooms. Escalates complex problems to the Network / Systems Admin or AV Engineer as needed.

MAJOR DUTIES

• User Support : Monitor and respond to help desk tickets in a timely manner; diagnose and resolve common IT issues involving hardware, software, or connectivity.
• Device Deployment : Configure and deploy desktops, laptops, phones, tablets; manage device inventory and track equipment assignments.
• VOIP & Basic Network Tasks : Assist with phone setups, password resets, and basic network troubleshooting under supervision of the Network Admin.
• AV Support : Provide routine setup and minor troubleshooting for conference room AV systems; escalate larger AV tasks to the AV Engineer.
• Documentation : Maintain records of help desk requests, resolutions, and common troubleshooting steps in a shared knowledge base.
• Collaboration : Coordinate with the Security & Compliance Specialist on endpoint security policies and patches; escalate advanced tasks to Systems Admin or Network Admin as needed.
• Customer Service : Communicate effectively with end users of varying technical skill levels; remain calm and resourceful in high-demand situations.

ADDITIONAL DUTIES

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform. The omission of specific statements of duties or responsibilities does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

KNOWLEDGE REQUIRED BY THE POSITION

SUPERVISORY CONTROLS

The Chief Information Officer assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include industry best practices; NIST guidelines; manufacturer installation, operations and repair manuals; and department and county policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY / SCOPE OF WORK

CONTACTS

PHYSICAL DEMANDS / WORK ENVIRONMENT

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

MINIMUM QUALIFICATIONS