Client Technologies Technician - Help Desk

Scope of Work/Job Characteristics

The Help Desk Support Technician will serve as the principal line of communication for the project team. The duties and responsibilities of this position are as follows:

• Provide Tier 1 software, hardware, and network-related support.
• Use documented procedures and checklists to assist end users with technical issues.
• Use a ticket tracking system to log end-user information and a description of the issue.
• Monitor ticket, phone, email, and other queues throughout the shift to provide support to end users.
• Escalate problems to Tier 2 technical support; and
• Communicate with the end users regarding the status of the resolution.

Required Qualifications:

A bachelor s degree or master s degree from an accredited college or university in Computer Science, Information Systems, or other related field, or four (4) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.

• One (1) or more years of experience in a Help Desk or IT Support role.
• One (1) or more years of experience in troubleshooting, login, software, hardware, mobile devices, and network-related support calls.
• One (1) or more years of experience using ticketing systems such as ServiceNow, Zendesk, or similar for logging, tracking, and resolving technical issues.
• One (1) or more years of experience in supporting Windows operating systems, MS O365, and common desktop applications.
• Ability to analyze, troubleshoot, and resolve issues with desktops, laptops, printers, and mobile devices.
• Experience installing, maintaining, and supporting third-party applications.
• Experience with remote support tools (e.g., TeamViewer, Any Desk, Remote Desktop);
• Strong verbal and written communication skills; and
• Excellent customer service orientation and problem-solving ability.

Preferred Qualifications

The Department prefers the Candidates to have the following experience, skills, and/or knowledge for this position:

• Experience supporting computers in a criminal justice environment.
• Experience working in a technical call center environment.
• Experience in Active Directory for account management and password resets.
• Certifications such as CompTIA A+, Network+, or equivalent; and
• Experience documenting solutions in a knowledge base or internal wiki.