HELP DESK TECHNICIAN

GENERAL DEFINITION:

This position provides in-depth desktop support to the County of Lehigh. This position will be expected to troubleshoot, diagnose and resolve complex PC and network problems over the phone utilizing remote assistance utilities. In addition, this individual will be responsible for the following: providing training for other staff members in generating reports as needed, maintaining the Help Desk software and providing assistance to the reporting supervisor as needed.

TYPICAL EXAMPLES OF WORK: (Illustrative Only)

This position provides Help Desk and trouble call support; PC Desktop Support as needed (hardware/software); enters Help Desk tickets accurately and efficiently into tracking system; establishes network connectivity and PC hardware/software configuration; supports third-party software applications such as Excel, Word, and Access; keeps team's incident-tracking system accurate and up-to-date; addresses requests in priority order and tracks through to resolution; assists business experts in needs analysis and preparation of service requests; assists in developing and improving the Help Desk's efficiency and customer service rating; orders equipment and services for employee business usage (cell phones, PC's, printers, ISP's, etc.; contacts vendors to request support for third-party devices as needed; maintains up-to-date knowledge on new software products (MS Operating Systems and Office Version, etc.); and integrates third-party devices such as scanners, printers and monitors.

Performs related work as required.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Excellent customer service and oral communication skills.

Expert knowledge of Windows operating systems, Microsoft Office products ranging from Version 2013 thru O365.

Expert knowledge of the following: Network configuration requirements, printer and computer configuration requirements.

Analytical and problem-solving skills.

Ability to answer telephone and respond accurately and courteously to inquiries.

Ability to work independently and prioritize work, based upon business needs.

ACCEPTABLE TRAINING AND EXPERIENCE:

Degree, trade school certification in a technical discipline with two to three (2-3) years experience in Help Desk environment.

Or any equivalent combination of acceptable training and experience which has provided the knowledge, skills and abilities cited above.