The Senior Desktop Support Technician works with minimum supervision, typically regarding matters requiring greater technical expertise. The Senior Desktop Support Technician provides technical support and services to county law enforcement and public safety agencies. Acts as a mentor and shares knowledge with team members to help develop and improve knowledge, skills, and performance. Serves as a primary resource for problem management and resolution. The Senior Desktop Support Technician must provide excellent customer service, resolve problems in a timely manner, communicate effectively, and be a positive contributor to the Denton County Technology Services Team.
Examples of Duties
- Handles service request escalations from entry and intermediate level positions.
- Acts as a primary resource for problem management and resolution.
- Manages desktop support projects.
- Installs, configures, and troubleshoots computer hardware and software applications.
- Installs, configures, and troubleshoots audio/video software and equipment.
- Provides basic administration for server applications in support of desktop support technologies.
- Performs IP telephony configuration, installation, and repair.
Manages computer objects, user account permissions and group policy within Active Directory.
- Mentors and trains team members to help develop and improve knowledge, skills, and performance.
- Researches, evaluates, tests and recommends new technologies beneficial for county employees.
- Maintains an accurate inventory database of county computers, printers, and network assets.
- Provides weekly written reports to management.
- Reviews work product of entry and intermediate positions to ensure adherence to policies, department procedures, and best operational and security practices.
- Supervises, directs, and leads the team in the absence of the team manager.
- Assigns service requests and/or projects to team members as directed by the team manager.
- Follows county policies and best practices related to information security; exercises good judgment to protect the confidentiality, integrity, and availability of Denton County computer systems and electronic records; supports compliance with CJIS, HIPAA, and other information security regulations.
- Displays and reflects the culture, mission, vision, values, and direction of the department.
- Regular and punctual attendance is required.
- Performs other related duties as required.
Department of Technology Services Mission Statement:
To serve Denton County taxpayers by providing technology-related services guided by our core values that support and empower county departments and agencies in providing excellent service to our citizens.
The Department of Technology Services commits to the following core values:
- To deliver service with integrity and respect.
- To respond to the technology needs of the County in a proactive and timely manner.
- To meet the technology needs of the County with consistency, agility, flexibility, and foresight.
- To manage technology resources in a fiscally conservative manner.
- To develop a technology team that is passionate about serving the needs of the County.
- To support and understand each member of our team both personally and professionally.
- To encourage positive attitudes, teamwork, and open communication.
High School Diploma or GED and a minimum of four years of experience in a related field; or an equivalent combination of education and related experience are required.
Bachelor's Degree preferred.
Microsoft Certified Solutions Associate (MCSA) and ITIL Certification preferred.
CompTIA A+ and Network+ certifications may be required within 6 months of employment.
Certification by TCOLE as a Jailer may be required within 1 year of employment.
The position may require various computer or technical-related certifications.
Possession of a valid driver's license is required. Must obtain a valid Texas driver's license within 90 days of employment.
Must not have any Class B misdemeanor or higher convictions or deferred adjudications.