Helpdesk Technician

Technical Position

This is a technical position that will provide a variety of IT support functions. The incumbent will work with a team of technicians responsible for supporting the computer network service desk operation serving over 1,000 users countywide.

Essential Duties and Responsibilities

Essential Duties and Responsibilities:

• Provides service desk support to over 1,000 end users regarding computer hardware and software, networking, printing, and telephone systems issues.
• Performs root cause analysis and resolves complex issues that involve multiple IT areas.
• Complies with defined IT service levels.
• Maintains anti-malware and intrusion detection systems.
• Installs, configures and manages end-user workstations, thin clients, laptops, and mobile devices.
• Posts updates to County websites.
• Evaluates and tests new and updated applications for compatibility and compliance.
• Develops scripts and automates repetitive tasks.
• Providing countywide coverage of IT-related issues both through service desk functions and after-hours coverage on a rotating basis.
• Assists in troubleshooting network performance and failures.
• Performs related work as required.
• Perform other duties as assigned.

Required Knowledge, Skills and Abilities

Required Knowledge, Skills and Abilities:

• Knowledge of information technology concepts and practices.
• Knowledge of the component parts of personal computers, peripherals, servers, networking equipment and their associated functionality.
• Knowledge of the functions and capabilities of hardware and software.
• Knowledge of troubleshooting techniques.
• Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.
• Knowledge of networking concepts.
• Knowledge of web development concepts.
• Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation.
• Ability to analyze information in order to diagnose and troubleshoot technical problems.
• Ability to communicate effectively orally.
• Ability to communicate effectively in writing.
• Ability to establish and maintain effective working relationships.
• Ability to effectively interact with staff while troubleshooting end user issues.
• Or any equivalent combination of required skills and/or training.

Minimum Qualifications

Minimum Qualifications and Experience:

• Associate's degree in computer science or related field with 1 year related experience, or
• 3 years related experience.

LUZERNE COUNTY IS AN EQUAL OPPORTUNITY & AFFIRMATIVE ACTION EMPLOYER