Help Desk Operator

SUMMARY

Reporting to the Client Services Manager incumbent provides helpdesk support solutions that include but are not limited to software and hardware diagnostics, troubleshoot and repair.

This position will also need to assist in software installation for all County departments. The position uses call tracking software to record the progress of calls and provide management with detailed status reports.

Assist and complete required security incident remediation steps and processes. Configure queries and export data into reports as requests from databases.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides 1st and 2nd level phone support for all County departments;
• Must have working knowledge of Microsoft Active directory, specifically user account creation, deletion and rights modification;
• Logs all support requests into Helpdesk tracking system;
• Maintain a complete log of helpdesk call activity in the current tracking software for use by management to monitor issues;
• Communicate with management, fellow team members, internal customers (user) local and remote;
• Responsible for diagnosing and fixing issues or escalating issues to Manager, Developers, Vendors or Network Team for further handling;
• Troubleshoot / install / update software and hardware failures (for both PC and MAC) and identifies network problems when they relate to personal (desktop or laptop) computers and peripherals;
• Provide ticket status updates to end users, Service Desk, and management as required, including updating ticketing systems (with attention to detail in the documentation and resolution);
• Escalate tickets when appropriate and necessary;
• Must have excellent written and oral communication skills;
• Solicits appropriate direction from the Systems Specialist or senior staff;
• Follows up on Helpdesk calls accordingly, keeps track of progress on all assigned calls and escalates accordingly;
• Completes all training assignment satisfactorily;
• Contribute to a positive office environment;
• VoIP experience is a plus;
• Troubleshoot with and explain technical issues to novice users;
• Experience troubleshooting Virtual Private Networks (VPN), Virtual Desktop Environment. (VDI), Multi Factor Authentication (MFA);
• Sending communication to departments and users on behalf of other accounts;
• Follow created run / play books and SOPs. Ability to work with management to address concerns and best practices;
• Ability to support and guide users on mobile device software installation in addition to mobile device policies;
• Track billing and payments for data requests;
• Experience with running Excel, Access, and SQL reports and converting to different file formats;
• Familiar with Exchange 2015, Office 365 mailboxes, and Azure;
• Other duties as assigned.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma;
• 5 years of technical experience;
• A+, Net+, and Microsoft certifications are preferred;
• Ability to keep current with and maintain a working knowledge of Personal Computers, peripherals (printer, scanners, KVM switches and associated software in a Local Area Network environment.);
• Must be able to work independently or part of a team;
• Must possess strong communication skills in support of a customer-oriented environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand;
• walk; sit; and talk and hear. The employee frequently is required to taste or smell. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls;

reach with hands or arms; and stoop, kneel, crouch or crawl. The employee must occasionally lift and / or move up to 25 to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.

WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. The noise level in the work environment is usually moderate.