Help Desk Technician

Help Desk Technician

The Help Desk Technician is responsible for receiving requests for support or advice from users and other staff members; taking ownership of and responsibility for the requests and prioritizing them in accordance with procedures in operation. This position must maintain knowledge and technical proficiency to maintain a 60% first call resolution rate.

Essential Duties

• Configure new computers in-house.
• Field inbound trouble calls and use remote monitoring and testing tools to identify, troubleshoot and resolve network and end user issues. Remotely diagnose, troubleshoot, and resolve technical issues upon first contact when possible.
• Troubleshoot Windows based application issues.
• Provide problem resolution, reassigning or escalating advanced inquiries to appropriate staff.
• Accurately record and document all details of the issue or service request, including categorization and priority into the help desk ticketing system.
• Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
• Performs application and network administrative tasks as needed to support end user requests.
• Monitor network monitoring systems and backups.
• Perform basic network administration tasks.
• Manage user account information in Active Directory and within applications, including changes in accordance with defined policies and procedures.
• Assist in hardware and software rollouts.
• Provides "how to" assistance on all internally supported devices, applications and systems.
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance with current procedures and follow up on incidents when appropriate.
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
• Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Perform weekly, monthly, and quarterly maintenance tasks on systems.
• Assist in developing procedures, as required.
• Perform other duties, tasks and special projects, as required.

Qualifications

Qualifications / Requirements:

• Prior experience working with a Help Desk application including system administrative requirements.
• Skills testing will be required for this position.
• Knowledge of Active Directory and Group Policy, troubleshooting Windows 7 and 10 desktops and laptops.
• Excellent verbal and written communication skills.
• Intermediate to advanced skill to use a personal computer and various software packages.
• A strong desire to know how and why things work, and an inclination toward sustainable and manageable solutions.
• Strong attention to detail.
• Strong organizational skills.
• Strong problem-solving skills.
• Strong customer service experience.
• Ability to work independently and proceed with objectives.
• Ability to multitask, prioritize and manage time efficiently.
• Ability to work as part of a team.
• Ability to identify problems and forward to correct person.

Preferred Skills, Knowledge & Experience:

• Associate's degree in Computer Science or related field.
• Hardware troubleshooting experience.
• Strong professional ethics.
• Ability to follow office protocols.
• Ability to handle and resolve recurring problems.
• Ability to remain focused on daily operations.
• Exhibits a willingness to learn new tasks.
• Flexibility.
• Ability to multi-task.

Computer Skills:

• Advanced Word skills
• Advanced Excel skills
• Advanced PowerPoint skills
• Intermediate Access skills
• Basic Internet skills
• Basic OutLook skills (Email and Calendar)

Additional Information

Physical Demands:

• While performing the duties of this position, the employee is frequently required to sit and talk or hear. Occasionally, the employee will need to stand. On rare occasions, the employee will need to walk; reach above shoulders; bend at the waist; kneel, stoop, crouch or squat; and climb stairs.
• The specific vision requirement for this position is:
• Close vision (clear vision at 20 inches or less).

Work Environment:

• The noise level in the work environment is usually quiet to moderate.

Other:

• Ability to work extended hours, as necessary.
• This position requires professionalism.

The County of Delaware offers a comprehensive benefits package to full-time employees including health care, dental, retirement, life insurance, holidays, vacation, and sick leave.