IT SUPPORT TECHNICIAN

IT Helpdesk Technician

Under general supervision, provides helpdesk end user technical support and assistance to County staff in the use of a variety of software and hardware applications. Receives and documents phone calls and/or e-mails about IT issues; enters work tickets through Helpdesk ticketing system; resolves issues that are opened in the ticket system that includes systems/application troubleshooting and installation, phone system, printing and hardware troubleshooting, and installation; diagnoses and resolves a variety of computer problems relating to software and hardware issues; provides telephone support to County staff; sets up phones for users; uses phone system application to maintain the phone system; upgrades and maintains voice mail programming; assists with setup and deployment of county issued cell phones. Expected to utilize remote support tools when possible and may be required to occasionally work evenings and/or weekends.

MINIMUM QUALIFICATIONS:

Education and Experience:

• High School Diploma/GED Certificate from an accredited institution and one year experience working in an IT Help Desk or computer support environment with direct experience providing end user technical support, troubleshooting, installation configuration of computers and peripherals, some experience with telecommunications. Experience may be supplemented with IT courses and certifications OR an equivalent combination of related education and experience. Preferred certifications are MCP and Network+.

Required Licenses or Certifications:

• Valid New Mexico driver's license or ability to obtain a valid New Mexico driver's license within 30 days of hire.
• SC Defensive Driving Course successfully completed within 90 days of hire.
• Within 9 months of hire, must acquire Criminal Justice Information System (CJIS) certification and must be able to pass CJIS background check.
• Other certifications may be required within a specified time period after hire, i.e. HDI (Helpdesk Institute) certification.

Additional Requirements:

• Ability to maintain a valid New Mexico driver's license

SUPERVISION RECEIVED AND EXERCISED:

Position reports to the Director of Information Technology or designee and does not exercise supervision over lower level staff.

ESSENTIAL JOB FUNCTIONS : The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

In area of assignment:

• Receives and documents phone calls and/or e-mails about IT issues; enters work tickets through Helpdesk ticketing system; resolves issues that are opened in the ticket system that includes systems/application troubleshooting and installation; phone system, printing and hardware troubleshooting, and installation; diagnoses and resolves a variety of computer problems relating to software and hardware issues; provides telephone support to County staff; sets up phones for users; uses phone system application to maintain the phone system; upgrades and maintains voice mail programming.
• Administers and maintains local servers and accounts, surveillance and emergency systems; develops security procedures and policies required by the County or driven by technology.
• Deploys, installs, and configures workstations; ensures that workstations are set up and have proper software installed for each department as requested; creates user and e-mail accounts for County employees; relocates computers, printers, scanners and other peripherals, phones, and office equipment as requested; and contacts vendors for support, quotes and information on products.
• Monitors/performs backup processes and restores data for users on the network; retrieves lost data/e-mails; and assists users with recreating lost shortcuts, links, user accounts/credentials and resetting passwords in active directory. Utilizing remote tools when possible.
• Trains users on how to access resources including e-mail, logging in to domain, GPS, UDS, LEADs, shared folders, printers, scanners, scanning folders, and shortcuts to accomplish job tasks; and receives training as needed or required.
• Participate on committee; and attend meetings, conferences and training as necessary. Attends Sandoval County Commission meetings on a rotating schedule with other IT staff.
• Documents for inventory, software and hardware configuration, credentials/authorization, installation and use as well as software licensing in Helpdesk software.
• Organizes old equipment and preps for disposal based on established requirements; removes and destroys hard drives; document serial numbers, service and asset tags for submission to finance; breaks down boxes for disposal or recycling.
• Sets up and configures mobile devices – Android, Apple, MS, etc.
• Performs other job related duties as assigned.

Required Knowledge of:

• Fundamental operations of relevant software, hardware and other equipment.
• Remote support tools.
• Principles and processes for providing customer and personal services, including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques.
• Computer hardware, including printers, scanners, switches, network adapters, and servers.
• Active Directory, Server, Email, Antivirus, Biometrics and Web-Based Applications.
• Microsoft Windows operating systems, including Windows Client
• Mobile devices – Android, Apple, MS.
• Administering Help Desk software.
• VPN (IPSec and SSL), VoIP, wireless, internet, TCP/IP packet capture tools.
• Network diagrams and documentation and use of tools to support both.
• Mobile device management to include Android, IOS and various tablets.
• Analyzing various IT problems and resolving them efficiently and effectively.
• Organization, functions and IT needs of County departments and agencies.
• Effective communication principles and practices including oral and written communication; to include public relations and customer service.
• Modern office procedures, methods, and equipment including scanners, printers, computers, computer applications such as word processing, spreadsheets, and statistical databases.
• English usage, spelling, grammar, and punctuation.

Required Skill in:

• Determining sources of problems with hardware and software and taking corrective action.
• Diagnosing and troubleshooting all hardware and software on computer systems.
• Analyzing technical issues, data, or problems, from a remote location, over the telephone.
• Relaying precise instructions to end users.
• Analyzing various IT problems and resolving them efficiently and effectively.
• Staying informed and adapting to changes in technology.
• Interacting with users and office staff in non-technical, clear terms.
• Handling multiple tasks and prioritizing effectively.
• Prioritization and organizational skills.
• Applying IT best practices.
• Communicating effectively verbally and in writing, including in a customer service environment.
• Establishing and maintaining effective working relationships with employees, other agencies, and the public, including meeting and dealing tactfully with end users and the public.
• Utilizing personal computer software programs and other relevant software affecting assigned work and in compiling and preparing spreadsheets.
• Interpreting and administering policies and procedures sufficient to discuss, resolve, and explain them.

Physical Demands / Work Environment:

• Work is generally performed in a standard office environment; occasionally performed in outdoor and remote locations.
• Essential and supplemental functions require maintaining physical condition necessary for sitting, walking or standing for prolonged periods of time; stooping, and lifting items of approximately 40 pounds or less.
• Work regularly involves periods of time viewing a computer monitor and operating a keyboard or control panel.
• Work regularly requires speaking, hearing and utilizing a phone, calculator, cell phone, copier and fax machine.
• Work requires manual dexterity and visual and hearing acuity sufficient to perform essential and supplemental duties.
• Operates a County vehicle as necessary to attend meetings, training and perform related job duties.
• Occasional exposure to extreme weather and rough terrain when working in outdoor or remote locations.
• Work may involve after hours, weekends and occasionally over 40 hours per week.
• Work requires attendance at various commission meetings that take place after business hours – start times range from 4:30pm to 6:00pm.