Service Desk Specialist

Representative Duties

• Answer telephone calls, e-mail inquiries, and visiting customers experiencing technical problems

• Install, configure, deploy, maintain, and ensure the effective operation, within County standards, of all end-user hardware, software, and mobile devices. Some of these devices are:

o Hardware: desktop PCs, tablets, peripherals equipment, printers, air cards, clocks, etc.

o Software: Windows OS, Microsoft Office, applications, VPN, Netmotion

• Monitor, respond to trouble calls, and provide end-user training in use of equipment and software

• Analyze, troubleshoot, prioritize, communicate, and resolve incidents expeditiously both remotely and/or on-site

• Utilize excellent customer service skills and exceed customer’s expectations

• Exhibit proficiency in Windows based applications such as IE, Chrome, Java, Adobe, etc.

• Apply excellent written and verbal communication skills to convey technical and non-technical terms

• Ability to document technical procedures/solutions to update Support Center documentation

• Interact and coordinate resolution of problems with internal/external IT groups and/or vendors

• Knowledge of MS Exchange, Active Directory, and Network protocols

• Shift work; may be required to work a flexible schedule, including nights, weekends, and holidays

• Responsible for traveling to remote sites. Afterhours (on-call) weekly rotation

• Valid driver license and ability to lift up to 50 lbs.

• Ability to self-develop relevant job-related skill(s) for current role

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Minimum Qualifications

1. Associate’s degree from an accredited institution in Information Technology or closely related field

• This may be substituted for two-years of recent direct job experience in a medium to large scale enterprise IT support environment

2. One-year of fieldwork IT technical experience in an enterprise support center environment

3. Valid driver license and reliable transportation

4. Must have a clear and easily understood speaking voice

5. A+ Certified

• This may be substituted for the following certificates:

o Cisco IT Essentials

o Microsoft Certified Solutions Associate (MCSA)

o ETA Computer Service Technician (CST)